Receptionists are the gatekeepers to most interactions between potential customers and your business. Show
In fact, 92% of all business interactions happen over the phone. And that single interaction could radically affect a prospect’s or vendor’s decision to do business with you. With so much on the line, training receptionists to accurately represent your brand and delight callers is critical. So where do you start? Read on to get the receptionist phone scripts, skills and tools needed to create a consistent caller experience. 12 Must-Have Receptionist SkillsHiring is the best time to develop your receptionist wish list and evaluate candidates against those criteria. But what are the most invaluable traits a receptionist should possess?
How Should Receptionists Answer the Phone? 6 Essential Etiquette RulesWhen greeting clients, receptionists must exude confidence, professionalism and positivity. An offputting interaction could sour a client relationship or jeopardize a business opportunity. To create a consistent and positive caller experience, put these 6 phone etiquette rules in place:
5 Receptionist Scripts to Handle Any Call Like a Pro1. Greeting the CallerA receptionist’s greeting sets the tone for the call. Answering with an upbeat message can calm an angry caller. And the opposite is also true. Greeting a lukewarm or skeptical caller with a cold, impersonal tone can prompt them to turn to a competitor. Here are the essential components of a warm, welcoming phone greeting:
Example greeting: Hi, thank you for calling [INSERT BUSINESS NAME.] My name is [INSERT NAME]. How can I help you today? Encourage your receptionists to put their own spin on the greeting — as long as they cover the points above. Remember: Callers dialed you to get specific information, so your greeting should be short and sweet and centered on answering their questions quickly and efficiently. 2. Transferring CallsNothing is more frustrating to callers than being transferred across multiple departments before they get help. Avoid a poor user experience by taking the time to fully understand their needs and identifying the best person to assist. Let the caller know where you’re transferring them and why to confirm you’ve correctly identified their issue. Here’s an example: Thank you for your call today. Based on what I’ve heard, [INSERT NAME] from [INSERT DEPARTMENT] would be the best person to help you with [INSERT ISSUE]. I can transfer you now if you’d like. 3. Putting Callers on HoldConsumers call to get quick answers or solutions. They expect interactions to be fast, and few will wait on hold. In fact, 32% of customer service callers aren’t willing to wait on hold, and 27% of callers will wait up to 1 minute. The best phone etiquette is to avoid putting callers on hold, but that’s not always possible. When you can’t avoid the hold button, follow these rules of engagement:
4. Taking MessagesWhen receptionists leave out critical details in a message, the caller has to repeat information they’ve already relayed to your business. Gathering enough information will also help your team members prioritize follow-ups and assist callers faster. Here are some essential details to capture on the call:
5. Answering a Question You Don’t KnowReceptionists should be problem solvers, even when they don’t have the answers. Simply saying, “I don’t know,” won’t cut it with a caller. Here’s a more delicate way to approach answering questions you don’t know: I’m not sure about [RELAY QUESTION] and wouldn’t want to give you inaccurate information. [INSERT NAME] would be the best person to answer that for you. Would you mind briefly holding while I transfer you? The Best Receptionist ToolsYou have an endlessly ringing phone and in-store customers to help. But your receptionists can’t answer everyone at once. Implementing the right receptionist software allows you to assist more callers and in-store visitors with fewer resources. Numa is the best receptionist tool to help you answer every caller with a professional response. The AI-enhanced answering service texts callers when you can’t answer, responds to FAQs and automates tasks, saving your receptionist time and headaches. Here's how it works:
Have a complicated text request? Numa can easily route messages to the correct person or department, giving your receptionist the time to communicate with urgent customers and answer more complicated questions. Plus, you gain complete visibility into text conversations and voicemail transcriptions to ensure consistent communication. Best of all, you can set up Numa in 15 minutes or less and give customers the option to reach you how they prefer — text. What is the maximum amount of time a caller should be on hold?Let your caller know that you'll be putting them on hold
However, keep in mind that on average, the maximum hold time acceptable to most callers is two minutes. Avoid making them wait too long and remember to inform them regularly about the progress of their situation.
How many times should a phone ring before it is answered in the medical office quizlet?List the steps the medical assistant (MA) should take to ensure that another incoming call is answered within three rings when on a call. Make sure the call you are on is not an emergency. Politely interrupt the call you are on and ask if you can place that caller on hold.
What are the rules of telephone etiquette?Phone Etiquette. Answer the call within three rings.. Immediately introduce yourself.. Speak clearly.. Only use speakerphone when necessary.. Actively listen and take notes.. Use proper language.. Remain cheerful.. Ask before putting someone on hold or transferring a call.. What are the 5 P's of telephone etiquette?Always keep in mind that effective business telephone etiquette requires you to be: prepared, present, polite, patient, personable, professional, proactive.
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