{"id":15609,"date":"2023-01-17T17:00:32","date_gmt":"2023-01-17T17:00:32","guid":{"rendered":"https:\/\/www.markperlbergcpa.com\/mastering-your-atlanta-business-phone-answering\/"},"modified":"2023-01-17T17:00:32","modified_gmt":"2023-01-17T17:00:32","slug":"mastering-your-atlanta-business-phone-answering","status":"publish","type":"post","link":"https:\/\/prosperlcpa.com\/blog\/2023\/01\/mastering-your-atlanta-business-phone-answering\/","title":{"rendered":"Mastering Your Atlanta Business Phone Answering"},"content":{"rendered":"
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How is your year starting out? We\u2019re into week 2 of 2023 \u2026 would love to hear back from you on what are the challenges you\u2019re facing in your Atlanta business finances right now.<\/p>\n<\/p>\n

Relatedly, what are your customer service goals for this year?<\/p>\n

One customer relations tool that seems outdated (but is still very relevant): phone calls. Yes, we know there are chatbots and instant messages and many people opt for those avenues first. But, when the templated answers don\u2019t help your customers, they’re sure to dial your company number to get more personalized answers.<\/p>\n

Nothing beats a one-to-one interaction with a customer.<\/strong> And that\u2019s what phoning provides.<\/p>\n

But what if they\u2019re turned off by the hold time? Or the greeting? Or they\u2019re bounced around to different departments? It\u2019s a surefire way to build frustration.<\/p>\n

So, what can you do to improve (and master) the art of customer phone calls? I have thoughts.<\/p>\n

And if you want to sit down and look over last year\u2019s financial performance reports and get a picture of your financial momentum for 2023, I can offer my thoughts there as well:
calendly.com\/mark-perlberg-cpa<\/a><\/strong><\/p>\n

Now, onto how you handle your business phone\u2026<\/p>\n

Mastering Your Atlanta Business Phone Answering<\/strong><\/span>
\u201cThe great advantage it possesses over every other form of electrical apparatus consists in the fact that it requires no skill to operate the instrument.\u201d – Alexander Graham Bell<\/i><\/span><\/p>\n

Call it VoIP, cell, or landline: Despite all the email and texts, using your business phonefor voice communication (plain old \u201ccalls\u201d) remains one of your company\u2019s customer-service lifelines. <\/span><\/p>\n

Not to mention that the phone remains a big way to stay in touch with a workforce that might be working outside the company premises \u2013 not only for staying in touch with those workers but for making sure they\u2019re representing your company well. <\/span><\/p>\n

Make sure everyone in your operation knows how to answer the business phone to your best advantage.  <\/strong><\/span><\/p>\n

Still useful<\/strong><\/span><\/p>\n

Social media is gaining ground as the preferred customer communication method with a company (especially young-adult customers), but the phone remains popular for customer service among all ages \u2013 especially after those customers have bought from a company. (Companies also lose billions annually because of crummy customer service, studies have found.)<\/span><\/p>\n

The business phone remains a tool for brand image: A phone number on a website or other marketing material generally still conveys more trustworthiness than an army of chatbots even if customers elect to use the bot or email or instant message to reach your company over calling. <\/span><\/p>\n

And phones still offer a quicker route to make a call personal for a customer. Who knows who\u2019s really on the other end of an IM or an email? <\/span><\/p>\n

Have a designated number for your company, by the way. Established customers can use your home landline (if you wish \u2013 and if you still have a landline) or your personal cell. New customers and most callers to your company in general, though, should have one number to reach your receptionist or your voice tree\/voicemail. <\/span><\/p>\n

Plenty of apps will add a designated business line to your cell phone. You can get a toll-free or a vanity number (where the numerals in your number spell out words relative to your business) for a nominal cost \u2013 but with today\u2019s speed-dialing and contacts functions, that may not be worth the money.<\/span><\/p>\n

\u2018Can I put you on hold?\u2019<\/strong><\/span><\/p>\n

Shoot to pick up all calls on your business phonein two rings. <\/span><\/p>\n

It\u2019s not always possible, but many more rings, and you risk starting a conversation with a prospect or customer who\u2019s already out of patience. Have all staffers back up the phones if needed. By about four rings at most, rig your system to bounce to voice tree\/voicemail. <\/span><\/p>\n

The first words your staff utters will likely set the whole tone for the conversation. Go clear and professional to start: Whoever in your company answers should say \u201cgood morning\u201d or \u201cgood afternoon,\u201d thank the caller for phoning, give their name and ask why they\u2019re calling. <\/span><\/p>\n

Bear in mind that someone on a speaker phone (including your staff) often sounds like they\u2019re inside a gymnasium. If they\u2019re fielding business calls at home, tell them to keep to a minimum playing kids, banging screen doors, barking dogs, and other distracting household noise. <\/span><\/p>\n

And is it any surprise that text and other communication methods gain ground on Mr. Bell\u2019s invention when customers expect<\/i> to be on hold for at least five minutes when they call? Hold\u2019s unavoidable of course \u2013 but keep it brief and explain why it\u2019s needed. Ask for the caller\u2019s number so you can ring them back if there\u2019s a disconnect (there probably won\u2019t be \u2013 but it shows you care and want to talk to them). Tell them why<\/i> you have to put them on hold and estimate how long they\u2019ll be there. <\/strong><\/span><\/p>\n

And, if you think you\u2019ll lose track of just how long the customer is on hold\u2026 use a timer so you don\u2019t forget.<\/i><\/span><\/p>\n

Listen up<\/strong><\/span><\/p>\n

The caller\u2019s using your business phone because they want to talk to a person and not the tap of a keyboard. Your company\u2019s first job here is to listen neutrally to their problem. Use small talk and pleasantries but keep them brief. Hear the caller\u2019s issue before you start talking. <\/span><\/p>\n

Ask questions. Take notes \u2013 this will help in a sec. Explain your first thoughts on what it\u2019ll take to solve the problem; even short-term action will impress the caller if it\u2019s quick enough. <\/span><\/p>\n

Always ask a caller if it\u2019s okay before you transfer them. You\u2019re within your rights to ask if you can call them back later with a progress report. Do so, even if there is no progress, by the next business day.<\/span><\/p>\n

Wrap up the call \u2013 those notes will come in handy here \u2013 and always thank them for calling.<\/span><\/p>\n

Only<\/i> if your staffer feels there\u2019s time should they try such survey-ish questions as, \u201cWere you satisfied with your service today?\u201d or \u201cWhat could we be doing better?\u201d Surveys are nice \u2013 but aren\u2019t we all starting to feel they\u2019re more for the company than for the caller?<\/span><\/p>\n

Here\u2019s a real clear survey answer: Repeat business, and knowing how to handle a business call, will help you get it.<\/span><\/p>\n

Establishing tone<\/strong><\/span><\/p>\n

Have an idea of what tone you want phones answered in. If you don’t have a set tone (or vision) for an incoming call, it\u2019s left up to the mood or personality of whoever\u2019s receiving the call. That can go very poorly if someone\u2019s having a bad day. <\/span><\/p>\n

Compile some go-to phrases your staff can utilize for tricky situations (a client who\u2019s tired, panicked, upset, etc.) These phrases allow the person answering the call to set the direction of the conversation while maintaining a cheerful attitude. <\/span><\/p>\n

And this might seem crazy but encourage your phone handlers to smile while on the phone. It translates warmth in tone and word choice.<\/span> <\/span><\/p>\n

 <\/p>\n

January is a great time to revamp things in your Atlanta business. Besides getting a clear financial picture, you\u2019re going to want to take a look at customer relations. Even though we live in a digital age, it still matters that people know how to answer the phone. Take some time this month to think some of the above through (and get your staff trained).<\/span><\/p>\n

We\u2019re here to help you optimize and grow your small business. <\/span><\/p>\n

On your team,<\/p>\n

Mark Perlberg<\/strong><\/p>\n

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