Just got a job as a receptionist - telephone etiquette advice needed? I just got a job as a receptionist at a local show. I finished training yesterday and gave me a take home quiz that I need help.
8 ways to cope with non-stop conversation speaker to clients.
Tools for the hard to understand customer
Skills for calling undecided
ways to win over a customer who complains
relationships with angry customers
1) non-stop talker:
- Get their name and number and tell them that you have the manager call them to discuss the matter further.
2) hard to understand:
- Interrupt them and say miss / sir, I'm sorry but I'm having trouble understanding you, can you please repeat that?
If you still can not adjust the volume here on the phone.
3) the appellant undecided:
- Give them a few options and tell them that you will be there such an example of a time when they are ready to set up a appt.
4) complainer:
- Being on their side, do not argue with them. Apoligize, and tell them that I understand your frustration but, personally, there is nothing I can do for you. Let me with my manager so we can resolve this situation.
5) Angry customers:
- Once again Apoligize and listen. Try to calm down and tell them you will do everything possible to help remedy the situation, but getting angry will not solve everything.
Keep in mind, despite the horror that some people may always be polite and helpful to customers. You'll be amazed how some people are rude, but there are also some very nice as well. Do not let anyone down and make sure you have good lines of Communic with your manager. Over time your job easier.
Posted on April 29, 2010.
