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Virtual Receptionist Tips: How to Turn a Caller's Frown Upside Down

If you work with an active answering service or answer phones as part of your job, you will find frustrated callers from time to time. Everyone makes mistakes and often everyone has other activities going on within their lives that leave a bad taste in their mouths. Though these calls can be tricky, they are able to also be a wonderful opportunity to turn someone's day around. Taking these steps can have your clients that you simply care and you may just make them into a loyal customer together with your thoughtfulness:

When speaking with an unhappy caller:

1. Allow them to explain and reiterate what you've heard. Sometimes folks simply need to vent. Provide them with a moment to explain their situation and let them know you've understood their issue by repeating what you've heard.

2. Acknowledge their emotion. A supportive "That does sound frustrating" or "I can see where you're coming from" can go a long way. But when you don't feel it, don't say it; faking empathy can do more harm than good.

3. Offer to assist. Like a virtual receptionist, you may not have the ability to fit everything in your caller asks (i.e., answer their question about a bill or physically find a worker). However, almost always there is something that you can do! Use helpful phrases like "Let me" or "I would be happy to" and add a healthy dose of reassurance ("Let me have a message for John, our billing specialist. He'll be the best person to talk with regarding your bill. I will make certain he has got the message immediately.").

4. Guide your caller. Always result in an issue. Guiding a caller with questions keeps you in control of the call and helps you gather any pertinent information. A quick question is going to do, for example "May I have your phone number?" or "What's the best time to reach you?" Basically, whatever you need or you think would be helpful to get their issue resolved quickly and with very little additional effort from your caller!

If you're a small business answering service employee, it might all come together such as this:

virtual receptionist

Your entire product is down? That's terrible! Let me take down an in depth message for our support team and browse it back to make sure everything is correct. I'll make sure they get this immediately therefore we might have you up and running as soon as possible. What's the best telephone number for any return call?

Bonus tip: Virtual receptionists and in-house receptionists alike may want to range from the caller's frustration within the message, so that the other party can prioritize their issue and be ready for the return call. Something similar to, "Sheila seemed frustrated and would really like a phone call when possible" must do the trick!

If phone answering is a component of the job and also you receive a message from an upset caller:

1. Ring rather than reply. Even when the consumer sent an e-mail or created a voicemail, when emotions are participating, a phone call or face-to-face conversation is the greatest way to go. Conveying a positive tone within an email is much harder compared to your voice. When conversing over the phone, you're able to add warm and kindness for your voice and diffuse the problem better.

2. Gather your tips. Before you dial their number, pause and think about what you'd like to touch on. For example, if pulling up their username and passwords will help the call go smoother, do this before hopping on the phone.

3. Think positive thoughts. Negative thinking won't make your follow-up any easier. Instead, envision your conversation going well, and your colleague's concerns being assuaged. It'll calm your nerves thus making you sound more confident while you fix their problem!

Whether you are a virtual receptionist or CEO, we suggest trying these pointers when a colleague, customer, or co-worker is frustrated - you'll turn their frown inverted!