At Boost Affaires we have noticed that several companies are not very well represented from the first contact by the person answering the phone of the company. In our opinion, business leaders should pay close attention to how incoming calls are answered.
How to improve the experience of customers who contact your company, especially those who are new to the business?
Welcoming customers and future customers over the phone is essential, as it gives the image of your business.
The contact person on the phone should be professional, useful and organized so that the customer can have a positive view of your business.
The person answering calls must make sure to provide the best customer service possible.
Here are some hints to help you validate whether receiving calls positively contributes to your company's image;
The person at the reception:
- Responds with enthusiasm and a smile in their voice;
- Identifies themselves and identifies the company in a clear way;
- Uses appropriate language and vocabulary;
- Demonstrates willingness to help;
- Transmits sincerity in his/her voice;
- Is fully attentive to the interlocutor;
- Speaks clearly and slowly.
Is the employee well qualified, with good ability to grasp the needs of clients over the telephone?
There may be many more clues to check, but these are a very important foundation.
How to check this: You can call yourself from an unknown number or have a colleague called with different requests, you will be able to have a good idea of the quality as well as the first impression offered by the person of your company. You can use mystery shoppers to check if this task is done correctly and with specific criteria.