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The simplest customer service lesson you may ever learn

(BROKERAGE NEWS) This is one of those things that you might think we don’t need to talk about, but we do. We really do.

Person holding phone challenging the myth of an ideal worker

This is one of those things that you might think we don’t need to talk about, but we do. We really do. We’re going to talk about answering the phone in your business. The template is very simple. Feel free to use it at no charge.

“Company name. This is your name. How can I help you?”

That just took four seconds, and those four seconds can tell the caller – a potential client or customer for life! – all they need to know about you and your business. Is the person answering the phone in a hurry? Do they want to help me? Is it even a real person or could this be a voicemail message? Again, this is simple, but let’s break it down.

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The easiest client-grabber in the world

1. Include your company name when you answer the phone.
This lets the caller know they’ve actually reached the business they’re hoping to reach. Say it with purpose and enunciate.

Though you may say it a million times in your head every day, taking the time to slow down so that the caller hears you correctly is very important.

Speaking too quickly could make the caller feel like you really don’t have time for their call, when your goal with each interaction is probably the opposite: Make each customer feel like your only and favorite customer!

2. How can I help you?
Have you ever walked up to the hostess at a restaurant only to be stared at and finally have to tell her “table for four, please” because she didn’t proactively ask? Yeah, it’s awkward. Don’t make your callers tell you they need something, be proactive and ask what you can do for them. It’s just good customer service.

3. Say your name.
I saved this one for last because it may be the most important part of that four-second first impression.

This immediately puts your caller at ease because they’ve gotten a real, live human being and they already know your name. It immediately takes this call from customer to business and makes it a person-to-person interaction.

Do some of your own A/B testing

I encourage you to do some testing of my advice here. Try it with your next two phone calls.

For call 1: “CompanyNameAsFastAsYouCanGetItOut.”

For call 2: “Company name. This is your name. How can I help you?”

I bet one caller is a little taken back and maybe even fumbles when telling you why they called, and the second one is immediately at ease with your business and thankful that you’re taking the time to make them feel like your favorite caller of the day.

#AnsweringThePhone

Written By

A native Texan, Summer Huggins serves as Account Manager | Client Support for Small World Labs, a Personify company. She is also an animal advocate, active in Austin's animal rescue community, and an amateur photographer. She wants to be a Rockette when she grows up.

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