{"id":9038,"date":"2016-02-23T07:48:39","date_gmt":"2016-02-23T07:48:39","guid":{"rendered":"http:\/\/localhost:8080\/uk-blog\/?p=9038"},"modified":"2021-03-19T12:35:13","modified_gmt":"2021-03-19T12:35:13","slug":"call-handling-skills-5-phrases-that-drive-your-customer-mad","status":"publish","type":"post","link":"https:\/\/www.answerconnect.co.uk\/blog\/business-tips\/call-handling-skills-5-phrases-that-drive-your-customer-mad\/","title":{"rendered":"Call Handling Skills: 5 Phrases That Drive Your Customer Mad!"},"content":{"rendered":"\n
\"Cartoon<\/a><\/figure>\n\n\n\n

It\u2019s no secret that creating a personal connection with customers is vital to successful businesses. It\u2019s also common knowledge that many great business relationships begin with a phone call.<\/p>\n\n\n\n

So answering the phone in a warm, friendly tone is essential to creating a lasting connection. A negative phrase can leave customers frustrated. Worse yet, it can escalate a situation that you could have otherwise resolved quickly and effectively.<\/p>\n\n\n\n

So, what phrases should you cut from your call answering<\/a> lexicon to give your call handling skills a boost? We\u2019ve put together a list to help give customers a great call experience every time.<\/p>\n\n\n\n

\"Man<\/a><\/figure>\n\n\n\n

1) I am only\u2026 <\/h2>\n\n\n\n

When your receptionist tells a customer they are \u201conly\u201d the answering service; the caller hears one thing; I don\u2019t want to take responsibility for this. That mentality doesn\u2019t just demean the customer; it diminishes the very important role receptionists play in your organisation.<\/p>\n\n\n\n

So instead, let\u2019s concentrate on what you are, not what you aren\u2019t. Example \u2013 \u201cWhat I can do is elevate this to my duty manager and make sure they call you back as soon as he is available. Is that OK?\u201d<\/p>\n\n\n\n

It\u2019s simple, friendly and offers a real solution to a real problem. Give it a try next time you can\u2019t solve an issue yourself!<\/p>\n\n\n\n

\"Business<\/figure>\n\n\n\n

2) I don\u2019t know\u2026 <\/h2>\n\n\n\n

Let\u2019s be honest; this is not the answer customers want to hear. \u201cI don\u2019t know\u201d doesn\u2019t just point out a gap in your knowledge; it suggests you aren\u2019t interested in filling that gap either. Caller\u2019s will become frustrated or, worse, hang up when they know their question isn\u2019t going to be answered.<\/p>\n\n\n\n

Try saying \u201c Good question, let me find out for you.\u201d The caller knows you\u2019re interested in them and want to help. Most importantly, they know you\u2019re taking steps to find an answer to their query.<\/p>\n\n\n\n

\"Man<\/a><\/figure><\/div>\n\n\n\n

3) Please hold\u2026 <\/h2>\n\n\n\n

OK, so this might not seem like a biggie! It might be better than \u201cJust a minute please,\u201d then disappearing into the ether, but you\u2019re still demanding that a customer waits on hold.<\/p>\n\n\n\n

Try asking instead, \u201cWould you mind holding for a moment until\u2026\u201d then explain why you are asking them to hold. If your customer knows why they\u2019re being asked to hold, they are usually more willing to accept the wait.<\/p>\n\n\n\n

\"Businessman<\/a><\/figure><\/div>\n\n\n\n

4) You\u2019ll have to\u2026 <\/h2>\n\n\n\n

Direct orders can come across as demanding and dictatorial. Customers don\u2019t like being told what to do. When someone calls with an issue, they may be looking for direction. But how you convey these directions will have a significant impact on their perception of you.<\/p>\n\n\n\n

So, rather than tell them what to do, suggest the best action for them to take: \u201c The best thing to do is\u2026\u201d  or \u201cWould you be willing to try\u2026\u201d With these optional suggestions, callers know you are giving advice and guiding them to the best solution. In my experience, customers feel far more valued that way.<\/p>\n\n\n\n

\"Man<\/a><\/figure><\/div>\n\n\n\n

5. We\u2019ll get back to you soon\u2026<\/h2>\n\n\n\n

This might seem like a perfectly reasonable statement. But vague language like \u201csoon\u201d, \u201cshortly\u201d and \u201cwhen we can\u201d doesn\u2019t offer any tangible value. Your callers\u2019 perception of \u2018soon\u2019 could differ significantly from your own, and misaligned expectations are a recipe for disgruntled customers.<\/p>\n\n\n\n

Instead, give clear time-frames and deadlines. Don\u2019t know when you\u2019ll have the information they need? Even offering a date for when you\u2019ll be able to get back with an update could suffice. At least callers will know when to expect you. Clarity, honesty and transparency are key to building trust \u2013 even when it\u2019s to tell a customer you don\u2019t have the answer to their question.<\/p>\n\n\n\n

\n

Quick takeaways.<\/h2>\n\n\n\n
  1. It is common knowledge that many great business relationships begin with a phone call, so answering the phone in a warm, friendly tone is essential to creating a lasting connection.<\/li>
  2. Phrases to avoid while on the phone:
    • I am only\u2026 <\/li>
    • I don\u2019t know\u2026<\/li>
    • Please hold\u2026<\/li>
    • You\u2019ll have to…<\/li>
    • We\u2019ll get back to you soon\u2026<\/li><\/ul><\/li><\/ol>\n<\/div><\/div>\n\n\n\n

      This article was originally developed by Gerry McColl. It was updated on 30.01.2020  by Ben Graham<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

      It\u2019s no secret that creating a personal connection with customers is vital to successful businesses. It\u2019s also common knowledge that many great business relationships begin with a phone call. 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