Hi its Sean from Frontline Telephone Answering Service with your fourth installment on the basics on answering calls.
4. Remember to remain courteous, polite and professional at all times! – NO MATTER WHAT
If a caller is in a bad mood or high rate, you’ll have less chances of changing their mood by getting into an argument with them. To change the callers mood you need to remain courteous, polite and professional! By doing this you can control the call by getting the caller to calm down, then you can address the callers problem.
Never forget that callers have options in terms of alternate services and products. Which means the way that you treat your customers has a direct affect on new and existing business. Especially if the caller is not happy with the level of service provided by you and decides to tell other people about their experiences.