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Customer Service Focus
Can you hear me now? Good!
Telephone manners pay off
By Donna Glover, CIC, CISR
Everyone recognizes the test man for a major cell phone company who says, “Can you hear me now? Good!” The humorous advertising campaign, which touts the company’s commitment to the reliability of its nationwide system, brands the company as one that is zealous in meeting its consumers’ needs.
Stop and think! When you answer your office phone, what impression do you make on behalf of your organization? Do the persons on the other end of the phone get the impression that you are committed and working on their behalf, or do they hear an attitude in your voice that reflects “Is it Friday yet?”
The telephone plays an important role in an agent’s office. Because it is often the first point of contact with potential clients, certain rules of etiquette will help to make their experience pleasant and productive.
Using the right combination of etiquette and professionalism can help you improve the quality of customer service in your office. Let’s review some phone skills that will reflect your firm’s energy and competence.
• Phone rings—Answer promptly. Statistics prove that a caller is more likely to hang up after the third ring. Not only does the caller feel more important when the phone is answered promptly, but this makes your office appear to be more efficient.
Before picking up the phone, stop talking with other people or eating, chewing gum, or multi-tasking so that the caller hears only you.
• Greetings—Establish rapport by using a friendly, sincere greeting. This will show that your agency will treat the caller with respect. A professional greeting should include the company’s name, your name and, if appropriate, the department, thus letting the caller know that he or she has reached the correct location and proper person. A cheery “Good morning” or “Good afternoon” will create an immediate positive impression. Remember that you may be the first and last contact the caller may have with your business. That first impression will remain long after the call is completed.
As they say, you only get one chance to make a first impression!
• Multiple calls at the same time—If you are currently on one line and the phone rings again, you may have to ask the first caller to “Please hold.” After obtaining and writing down the second caller’s name, and explaining that you are currently on another line, ask if you can put him or her on hold or call back. If you are going to remain with the first caller for only a short time and the second caller is willing to wait, be sure to say, “Thank you for holding,” when you return. If you ascertain that the first call is going to be lengthy, go back to the second caller and as, “Would you like to continue to hold or may I call you back?”
Being respectful when placing a call on hold will make a difference in the caller’s impression of you! Do not say, “I’m back!” Again, being courteous is important, so say “Thank you for waiting.”
• Tone—The tone of your voice will affect your caller more because you are not speaking face to face. A pleasant, positive attitude will give the caller a mental image of a professional business. If your caller cannot hear you because you are not speaking loudly enough, you will end up with a frustrated caller and may lose a potential client. Speak clearly, slowly and in a cheerful voice.
• Listen—Pay attention to your caller and do not multi-task while on the phone, even if it’s to get answers for the caller. Multi-tasking can be distracting, annoying, rude and unprofessional. Be helpful and show a sincere interest in the customer’s needs. Empathy can help, especially when a caller is complaining. Learn to listen actively and without interrupting. Be patient and understanding. Do not snap back or be rude to a caller. If someone is at your shoulder trying to interrupt you, politely let that person know that you will be with him or her as soon as the phone call is completed. In a busy agency this can happen quite often.
• Jargon—Keep your language simple and do not use industry jargon or tell a caller what he or she “should” or “must” do. Instead, say pleasantly, “We can handle that for you, and here is what we will need.” Good speech habits are important, too. “Hang on,” “Yeah,” and “Okey-dokey,” slang should not be used.
• Truth—Never embellish the quality of your products or service by telling “a little white lie.” This will do more harm than good. If you tell the truth confidently, your agency will be viewed as honest and trustworthy.
• Reflect on the unsuccessful and successful call—Learn from what you have experienced, whether it is rejection, a negative call or a positive call. Share the experience with others in your office and learn from each other about how to forestall another less-than-positive experience. Analyzing the skills and techniques that worked in a good call will help model the concepts and techniques for a specific situation.
Practicing what you have learned soon will become natural. Share with your co-workers the content of a phone call that was unsuccessful and then one that was successful. Write down whom you were speaking to and what you were trying to accomplish during the call. Discuss how you felt after the call. Describe the conversation with the caller and whether you felt you connected, and then discuss how you could have done it differently.
Your position in the agency affects the number of interactions you have with a caller. Think about your specific job and consider the following questions:
1. What is your job, and how do you use the phone in your job?
2. Who provides information in your office, and what kind of information is provided?
3. What additional information beyond the scope of your job are you allowed to provide?
4. Do you gather the information and then provide it to the caller?
5. Is the information beyond the scope of your job and, if so, who would get the phone call in your office?
Summing up
As a customer service representative, it’s vital for you to be aware of the importance of proper phone etiquette. Answer the phone promptly, greet the caller professionally, listen to the customer’s needs, respond without using jargon or giving orders, provide honest answers for the caller, and be sure to reflect on your call experience. Practice what you have learned.
Your agency can acquire the “Can you hear me now?—Good!” image because of the way your phone is answered!
The author
Donna Glover, CIC, CISR, has spent more than 30 years in the insurance industry. Her experience encompasses property/casualty claims adjusting, subrogation collection, and running a successful agency. Donna is currently an academic director with The National Alliance for Insurance Education & Research, working with CISR OnLine. For more information on The National Alliance or the CISR program, call (800) 633-2165 or visit www.TheNationalAlliance.com.
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