The management of phone calls is a service that any company should not neglect. The telephone reception of your standard must indeed be treated. The customer relationship depends on the quality of the reception of incoming calls. At each telephone contact, you reflect the image of your company with the correspondent. You must take care of the customer experience of your interlocutor. With whocall.biz you can really come up with some good options.
The steps of an incoming phone call
How to handle phone calls without forgetting an essential notion? The following video simply explains how to handle a professional phone call. Let’s discover in detail the 7 steps to make a success of your telephone reception.
Step 1: make the contact
This step consists of:
- Welcome your correspondent: you introduce yourself and the company, accompanied by a “hello” of politeness;
- Identify your contact person: you gather the information that allows you to know the identity of the contact and his file for the case of a customer;
- Personalize the call: once the person is identified, it should be addressed to her using her name, as well as a “Madam” or a “gentleman” in front, as a courtesy.
Step 2: Identify the subject of the call
This step consists of:
- Listen to your interlocutor: they must express themselves so that you can understand their needs, their expectations, who they want to address, why, etc.
- Question your correspondent: if the request is too vague, help the person to better formulate his request by asking him questions leading to specific answers;
- Rephrase your request: you summarize the words of your interlocutor with different terms to make sure you understand his intention.
Step 3: put the caller on hold
This step (optional) consists of:
Propose waiting: you explain to your contact that you need to search for certain information, you indicate the estimated waiting time, and then you ask him to agree;
Repeat the conversation: you resume the conversation by contacting your contact in a personalized manner (Ms X /Mr X) and thanking him for having patience, then you announce the solution found.
Step 4: find a solution
This step consists of:
- Propose a choice of solutions to the person: among the possible answers, you expose several solutions to your interlocutor by asking him the one he prefers;
- Rephrase the chosen proposal: repeat the preferred solution using other terms and detailing the terms, to ensure that your interlocutor has understood you;
- Announce actions: Speak out loud about what you are doing so that your audience understands that you are doing the right thing.
- Tips for managing silences: Explain what you are doing out loud. Your interlocutor will have the impression of participating in the action and will not see the time pass.
Step 5: Validate the solution
This step consists of:
- Summarize the solution provided: you detail the steps of the actions to be implemented;
- Evaluate the satisfaction of your interlocutor: you make sure that the solution provided satisfies the interviewee, and you ask him if you can do something else to satisfy him.