Have you noticed that more and more people seem to be ‘living on the edge’ and communicating with them takes on a greater challenge with each passing day? Email and texting have a set of challenges very different than those faced when dealing with the spoken word. No matter how you communicate, it is important to think about the other person’s perception.
Here at Towne, we strive to make each call a positive experience, even if we have to give the caller negative information. Perhaps one of these suggestions will be helpful to you:
- Identify the caller’s needs as quickly as possible. Then, if you are unable to help them, they will not feel their time speaking to you was wasted.
- If you are not the person the caller needs to speak with, don’t say “I can’t help you.” Always respond in a positive manner such as, “Let me put you in touch with Sue; she will be able to help you.” Or say something like “John is in charge of that, let me take a message for him.” Of course there will be times when you have no idea at all who will be able to assist the caller but you could say “Let me take your information and have the appropriate person get back to you”.
- Be a team player. If the caller is annoyed or angry about the company, its product or an employee, don’t feed into the complaint with any comments of your own. It can only be helpful to say “I’m sorry to hear about your experience. I’ll be happy to help get your issue resolved by getting your information and passing it along to the appropriate person.”
- Make sure the caller knows what to expect as a result of their call. What will you do with the message you took? Should they expect a return call? In what time frame? How will their request be processed?
Above all, always speak in a calm and friendly voice and always thank them for calling. If the reason for their call was negative, you can thank them for bringing the matter to your attention!