Answer the Phone With a Smile in Your Voice, and the Same Way Every Time
by Nina Sunday
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In the eyes of your customer, every contact is a moment of truth.
A moment of truth, because with every phone call your caller might be deciding whether to do business with your organisation or to continue to do business with you.
Have you ever rung a company, and by the way they answered the phone you felt as if you were an interruption?
How well are your people managing all the moments of truth occuring in your organisation every single day? Is each customer touchpoint enhancing your image and reputation; or are your people squandering the relationship?
Customer service best practice dictates you should have a standard procedure for answering the phone – and here it is.
When you hear any telephone ring
1. On the first ring, stop whatever you are doing. Focus on answering the call.
2. On the second ring, put a smile on your face. Smiling changes the shape of your face and the resonance of your voice. Customers can literally hear you smiling through the phone.
3. Answer after the third ring, and never let it go to four rings.
4. Say your company name or division, then your name; for example: 'Asset Services, this is Jim.'
How memory works
Memory is a fragile and curious thing. Saying 'Jim speaking' is not effective as, 'This is Jim'. 'Speaking as the last word interferes with remembering the person's name. If you make your name the last thing you say, it makes it easier for your caller to remember it.
This is because of the Recency effect - people better remember the last thing they hear.
Using your first name gives your clients a chance to build a relationship with you and your organisation.
Action Summary
1. First ring - stop whatever you are doing.
2. Second ring - put a smile on your face.
3. Answer after the third ring with, <Your company or division>,
this is <your name.>
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Copyright Nina Sunday 2011. All rights reserved. Published in Sydney, Australia.
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For Customer Service training for your group of 10-16 staff in your organisation's training room or for a speaker at your conference, visit our Customer Service training web page
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