We’re all about creating connections at Ruby®, so we thought we’d follow up on last week’s post about connecting with callers by giving you a few more tips from our virtual receptionist team. Our telephone answering pros don’t often have the opportunity for a long chat with callers, yet we routinely receive feedback about the positive impact our remote receptionists make on callers. How do we make a great impression in a short time? Here are three ways:
Look for an “in.” When a caller says something about him or herself, always acknowledge it, and never let a chance to offer help pass you by. Any opportunity to help your caller is an opportunity to connect! Here’s an example:
Caller: Will you let Susan know I’m going to be a bit late for my meeting? I’m having car trouble.
Receptionist: Certainly. Is there anything I can do to help? I’d be happy to call a cab for you, or help in any way I can. Car trouble is no fun!
Check in. Look for opportunities to ask friendly get-to-know-you questions of your callers. A great time to ask a friendly question is just after gathering a caller’s name: “Thank you, Kelly! How are you today?” Try adding an introduction to the mix: “Thank you, Kelly. I’m Jane. How are you today?”
Always accept an invitation for conversation. Callers who invite you to chat may be rare, which makes them all the more special. When a caller engages you by asking “How are you?” or the like, respond enthusiastically, and thank the caller for taking an interest in you: “I’m fantastic! Thank you so much for asking! How are you?” An added bonus: Even if you’re not having the best day, replying enthusiastically and smiling can boost your endorphins and actually turn your day around!
How do you connect with your callers during brief calls? We love comments — leave one and share your thoughts!