Verifyingย a caller’s name and contact informationย can be tricky, especially when youโre trying to sound friendly and familiar.ย We suggest skipping verificationย when possible,ย but when 100% accuracy is a must, here are some tips for gathering info gracefully:
Take a guess. Are you familiar with the callerโs name? Take a crack at spelling it.
Is that Smith, S-M-I-T-H?
Even if youโre off by a few letters, you’ll offer a jumping-off point.
It’s spelled with a Y, actually: S-M-Y-T-H.
If youโre unfamiliar with the callerโs name and not comfortable taking a guess, start with a polite question like, โWould you mind spelling that for me?โ Then, spell the name back to the caller for confirmation. Lots of letters sound alike, so when confirming spelling, use a spelling alphabet to clarify:
Is that “T” as in “Terrific”?
Use caller ID. If the callerโs name matches the name shown on caller ID, try prompting the caller with the spelling shown there. Caller ID isn’t always correct, so donโt use it as a replacement for verification, but it can be a great tool for verifying spelling.
Refer to past messages. If the person called earlier and you’re able to look up their message, you have an opportunity to confirm information easily and make a great impression:
Hi Susan! I see that you called yesterday. Is 503-445-6900 still the best number to reach you?
Handling hesitation. When a caller hesitates, try politely explaining your reason for verifying information:
May I jot down your number, just so she has it handy?
Would you mind if I take down your name and number for quick reference?
Joe will be referencing your account in our custom software, so I want to make sure I’ve spelled your name correctly. That way, heโll be able to easily find your account and get you the quickest reply!
I’ve been asked to verify spelling before transferring calls, and Iโd hate to pass along your information incorrectly. Would you mind spelling your last name for me?
Speaking of verifying information, Ruby’s live virtual receptionists are the call-handling experts!
