Answer the Phone! A few quick tips...

A few quicks tips to start your inbound call correctly and confidently.....

We take it for granted. The phone rings, we pick it up, we might say our name, and we might not. We might only say hello and wait for the other person to speak. Using the right technique when answering your telephone will start your conversation and your interaction on a positive note. Here's a few points to keep in mind.

When answering the telephone, it is important to impart certain pieces of information at the beginning of the call, such as your department or company name, your name and proactively show a willingness to help. If you call my office, you'll hear me say "KRG Communications Group, Jo Ann Kirby speaking. How may I help you today?

Notice the use of both first and last names in the introduction. The caller needs to know and should know - up front - specifically whom they are dealing with. There may be more than one dperson with your first name. Always use both your first and last names when answering the telephone. Both names makes it easier for people to remember you. Ultimately, however, using your full name is a sign of professionalism and pride in your work.

I like to use the phrase "How may I help you. If you just ask, "May I help you?" don't be surprised if some one takes you literally and says "I sure hope so - that's why I called!" People who call your company are looking for information or help of one sort or another. Be proactive and show your willingness to help at the outset of the conversation.

Also, saying "How" may I help you, helps the customer focus on what's important. You're asking for a specific. Rather than get a rambling response, you get a focused request for action. This makes it easier for you to respond appropriately and make the most efficient use of your transaction.