How to Best Answer the Phone When You’re Doing Customer Support

answer the phone the best

The other day, I needed to shop for health insurance.  I hate shopping in general so health insurance was a double whammy of misery.  It’s interesting, though, that when I do need to call around, the best phone systems for customer support become pretty clear.

What I wanted to mention today, however, is the greeting I received.  The way you answer your phone can make a huge difference in your customer support.  So, here it is. The representatives at Blue Shield Blue Cross, or Independence Blue Cross, say:

“I help people like you everyday.”

Yup, I was immediately at ease, impressed with their phone support on demand, and more than interested to hear more about their product.  That one little greeting told me I was in the right place.  No matter what the person said after those words, I was prepared to answer their questions – I was in the right place.

When you consider what the best way to answer the phone is, consider what you do for a living.  Think about how you’ll put your customers at ease right away:

  • How can I help you?
  • What seems to be the trouble?
  • If you’re angry hang up now.
  • We’re frustrated by your frustration.

You can be funny, interesting or very unique – but be honest.  Even a how can I help you works well if it’s delivered in a happy voice.  For more attention, get outside of the box with something funny like the examples above.

The best phone systems for customer support help you by providing clear sound so it’s eaier for the caller to understand you.  They allow seamless features, too, so your caller never has to guess what you’re doing when you answer the phone.

There’s one other pointer for you to think about: What you say vs. what callers hear. This is important when you’re doing customer service since, well, not everyone hears very well.

Make sure you appropriately pause before you deliver your message:

“Good Morning …  Life’s a beach at IT solutions … this is Bob … how may I serve you?”

Those ellipsis represent where you should take a slow, long pause so the reader can hear what you’re saying.  If that doesn’t make sense right away, practice a few times.  You’ll know you’ve got the hang of it when your caller doesn’t have to ask your name ten times but automatically remembers it.

 

Salesforce Mobile Dashboard Keeps Businesses Well Informed Anywhere

When it comes to small business, one of the biggest names in data is Salesforce. So when Salesforce brings out a mobile app, it’s the kind of thing to take notice of. And for those small businesses needing a way to keep an eye on their inputs and outputs, no matter where they are, Salesforce Mobile Dashboard looks to provide the information businesses need.

Continue reading

Review: Yummy, Yummy Jelly Beans From Android

Small business owners, rejoice. If you feel the love with your Android-powered devices, know that the latest delicacy in the Android operating system, “Jelly Bean,” does come with some extra unique features.

Continue reading

Review: What Is “NFC” and Why the iPhone Should (or Shouldn’t) Have It (Yet)

It’s the natural progression of ideas and routines — first there was paper money, then there was credit cards, then there was PayPal, and now we have something called “NFC.”

Continue reading

Review: LinkedIn Has Stepped Up Even More Into the Small Business Arena

What? Another article about LinkedIn? Come on! This is like beating a dead horse. And we already know this horse isn’t really dead (more like a healthy thoroughbred).

Continue reading

Review: YouDazzle Dazzles Like SkyDrive and Google Drive?

We’re seeing it everywhere these days…. Remember the good ol’ days when you worked on your desktop on a document and freaked when someone would glance at the screen?

Continue reading

Review: Ning Is Changing, Revolutionizing, and Ope-Ning New Doors (at a Huge Cost)

Blogs, blogs, blogs — it’s all about the blogs. There was a time when a blog was nothing more than a diary for a 15-year-old with a smartphone and cute scrunchies.

Continue reading