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| − | Virtual Receptionist Tips: How you can Turn a Caller's Frown Upside Down
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| − | If you work with an active answering service or answer phones in your job, you will come across frustrated callers from time to time. Everyone makes mistakes and sometimes everyone has other activities happening in their lives that leave a poor taste in their mouths. Though these calls can be tricky, they are able to be also an excellent opportunity to turn someone's day around. Taking these steps can have your clients that you simply care and you may simply make them right into a loyal customer together with your thoughtfulness:
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| − | When speaking with an unhappy caller:
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| − | 1. Allow them to explain and reiterate what you've heard. Sometimes folks simply need to vent. Give them a moment to explain their situation and inform them you've understood their issue by repeating what you've heard.
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| − | 2. Acknowledge their emotion. A supportive "That does sound frustrating" or "I can see where you're coming from" can go a long way. But if you do not feel it, don't say it; faking empathy can do more harm than good.
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| − | 3. Offer to assist. As a virtual receptionist, you may not be able to fit everything in your caller asks (i.e., answer their question about a bill or physically track down a worker). However, almost always there is something that you can do! Use helpful phrases like "Let me" or "I could be happy to" and give a healthy dose of reassurance ("Let me have a message for John, our billing specialist. He'll be the best person to talk with about your bill. I'll make sure he gets the message right away.").
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| − | 4. Guide your caller. Always end in an issue. Guiding a caller with questions keeps you in control of the phone call and helps you gather any pertinent information. Simple questions is going to do, for example "May I've your telephone number?" or "What's the optimum time to achieve you?" Basically, whatever you need or else you think would be helpful to get their issue resolved quickly and with very little additional effort out of your caller!
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| − | A high level small business answering service employee, it could all get together like this:
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| − | [http://www.livelogcity.com/users/isabellalynn671/ call center services]
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| − | Your whole system is down? That's terrible! Let me defeat a detailed message for the support team and browse it back to make sure everything is correct. I'll make certain they get this immediately so we might have you up and running as soon as possible. What's the best telephone number for a return call?
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| − | Bonus tip: Virtual receptionists and in-house receptionists alike might want to range from the caller's frustration within the message, so the other party can prioritize their issue and become ready for the return call. Something like, "Sheila seemed frustrated and would really like a phone call when possible" should do the secret!
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| − | If phone answering is a component of the job and you get a message from an upset caller:
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| − | 1. Ring rather than reply. Even if your client sent an email or created a voicemail, when emotions are involved, a phone call or face-to-face conversation is the best way to go. Conveying a positive tone in an email is much harder compared to your voice. When conversing over the telephone, you're able to add warm and kindness for your voice and diffuse the situation better.
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| − | 2. Gather your key points. Before you dial their number, pause and think about what you want to discuss. For instance, if pulling up their account information can help the call go smoother, do that before hopping on the telephone.
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| − | 3. Think positive thoughts. Negative thinking won't build your follow-up any easier. Instead, envision your conversation going well, and your colleague's concerns being assuaged. It'll calm your nerves thus making you sound well informed while you fix their problem!
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| − | Whether you are a virtual receptionist or CEO, we suggest trying these pointers when a colleague, customer, or co-worker is frustrated - you'll turn their frown inverted!
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