Author Box
Articles Categories
All Categories
Articles Resources

Virtual Receptionist Tips: How to Turn a Caller's Frown Upside Down

February 29, 2012 | Comments: 0 | Views: 208

If you work for a live answering service or answer phones as part of your job, you will come across frustrated callers every now and again. Everyone makes mistakes and sometimes folks have other things going on in their lives that leave a bad taste in their mouths. Though these calls can be tricky, they can also be a wonderful opportunity to turn someone's day around. Taking these steps will show your clients that you care and you may just make them into a loyal customer with your thoughtfulness:

When speaking with an unhappy caller:

1. Let them explain and reiterate what you've heard. Sometimes folks just need to vent. Give them a moment to explain their situation and let them know you've understood their issue by repeating what you've heard.

2. Acknowledge their emotion. A supportive "That does sound frustrating" or "I can see where you're coming from" can go a long way. But if you don't feel it, don't say it; faking empathy can do more harm than good.

3. Offer to help. As a virtual receptionist, you may not be able to do everything your caller asks (i.e., answer their question about a bill or physically track down an employee). However, there's always something you can do! Use helpful phrases like "Let me" or "I would be happy to" and add a healthy dose of reassurance ("Let me take a message for John, our billing specialist. He will be the best person to speak with about your bill. I will make sure he gets the message right away.").

4. Guide your caller. Always end in a question. Guiding a caller with questions keeps you in control of the call and helps you gather any pertinent information. Simple questions will do, such as "May I have your phone number?" or "What's the best time to reach you?" Basically, anything you need or you think would be helpful to get their issue resolved quickly and with as little additional effort from your caller!

If you're a small business answering service employee, it might all come together like this:

Your entire system is down? That is terrible! Let me take down a detailed message for our support team and read it back to you to make sure everything is correct. I'll make sure they get this immediately so we can have you up and running as soon as possible. What is the best telephone number for a return call?

Bonus tip: Virtual receptionists and in-house receptionists alike may want to include the caller's frustration in the message, so that the other party can prioritize their issue and be prepared for the return call. Something like, "Sheila seemed frustrated and would like a call as soon as possible" should do the trick!

If phone answering is part of your job and you receive a message from an upset caller:

1. Ring instead of reply. Even if your client sent an email or left a voicemail, when emotions are involved, a call or face-to-face conversation is the best way to go. Conveying a positive tone in an email is much harder than with your voice. When talking over the phone, you get to add warm and kindness to your voice and diffuse the situation better.

2. Gather your key points. Before you dial their number, pause and think about what you'd like to touch on. For example, if pulling up their account information will help the call go smoother, do this before hopping on the phone.

3. Think positive thoughts. Negative thinking won't make your follow-up any easier. Instead, envision your conversation going well, and your colleague's concerns being assuaged. It'll calm your nerves and make you sound more confident as you fix their problem!

Whether you're a virtual receptionist or CEO, we suggest trying these tips when a colleague, customer, or co-worker is frustrated - you'll turn their frown upside down!

A positive attitude and helpful personality are good attributes for a live answering service. Ruby Receptionists is a telephone answering service that provides expert virtual receptionist support to businesses across the nation. Their website offers tips on ways to avoid negativity.

Source: EzineArticles
Was this Helpful ?

Rate this Article

Article Tags:

Live Answering Service


Virtual Receptionist


Small Business Answering Service

In India, employment opportunities are set to grow by a good margin in the coming year, a phase which was started in the turn of the second decade of the 21st century. organisation, candidates with

By: Sarkariexam l Business > Careers Employment l April 01, 2013 lViews: 11709

Sometimes it is amazing to see that certain jobs can precipitate huge turnouts in the recruitment drives. It is as if thousands of people were waiting for the vacancy advertisements and the moment

By: Sarkariexam l Business > Careers Employment l December 30, 2012 lViews: 690

In recent times, jobs in healthcare segments have grown tremendously. It is anticipated that this growth curve will continue for the times to come. Various factors are responsible for this

By: Sarkariexam l Business > Career Advice l December 27, 2012 lViews: 449

Are you in a dilemma whether to choose web based CRM or not? If yes, don’t worry. You aren’t the sole person having this doubt.There are numerous firms trying to make out whether investing in a

By: Reneta Vasileva l Business > Customer Service l December 23, 2012 lViews: 409

If you think about it you will realize the fact that each business has its own set of risks that are involved in it.The trade secrets that you have and the information related to the business is what

By: brumbrum1 l Business > Risk Management l December 23, 2012 lViews: 263

As the time is changing, concierge management services are now growing despite the slowing economies of the world. The main reason of it is the need that is highly specific to the people who like to

By: willsmith10 l Business > Management l December 23, 2012 lViews: 334

Are you in a dilemma whether to choose web based CRM or not? If yes, don’t worry. You aren’t the sole person having this doubt.There are numerous firms trying to make out whether investing in a

By: Reneta Vasileval Business > Customer Servicel December 23, 2012 lViews: 409

Learn about the top four reasons why an outsourced call center company saves you big time bucks Choosing the right call center company for your business is paramount when it comes to delivering

By: sandra88l Business > Customer Servicel November 03, 2012 lViews: 241

From helping the customers resolve any questions, complaints or disputes,to increasing loyalty and retention rates by demonstrating to your customers that their concerns matter,that they are attended

By: jacq rogerl Business > Customer Servicel November 01, 2012 lViews: 249

Learn more about how properly trained reps can make a huge difference when it comes to order taking.Order taking – it’s about so much more than just plugging orders in that arrive via telephone.

By: stonefergusonl Business > Customer Servicel October 27, 2012 lViews: 266

Was the customer service rep helpful,understanding and attentive to your needs? Were they soft spoken, friendly and did they take care of the matter,or resolve the dispute? Did you have to wait on

By: jacq rogerl Business > Customer Servicel October 25, 2012 lViews: 251

Starbucks is very popular not just because of the world-class coffee it serves, but it's also known to be the best when it comes to customer service. Here's what other companies and businesses can

By: Anika Smith Davisl Business > Customer Servicel July 06, 2012 lViews: 243

Though it may appear that they both essentially perform the same job, call answering services and live virtual receptionists are quite different. Here is a more in-depth look into the difference

By: Elizabeth L. Robinsonl Business > Customer Servicel April 27, 2012 lViews: 232

Making a good first impression with clients is always an important goal for businesses, especially if you are running your own solo law firm. Here is how a call answering service can help your solo

By: Elizabeth L. Robinsonl Business > Outsourcingl April 27, 2012 lViews: 183