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

Should you work with an active answering service or answer phones as part of your job, you will come across frustrated callers every now and again. Everyone makes mistakes and often everyone has other things happening in their lives that leave a poor taste in their mouths. Though these calls can be tricky, they can be also an excellent chance to turn someone's day around. Taking these steps can have your customers that you care and you may simply make them right into a loyal customer with your thoughtfulness:

When speaking by having an unhappy caller:

1. Allow them to explain and reiterate what you've heard. Sometimes folks just need to vent. Give them a moment to describe 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 quite a distance. But if you don't feel it, don't say it; faking empathy can perform more harm than good.

3. Offer to assist. As a virtual receptionist, you may not be able to do everything your caller asks (i.e., answer their question in regards to 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 could be happy to" and give a healthy dose of reassurance ("Let me have a message for John, our billing specialist. He will be the very best person to speak with about your bill. I will make sure he gets the message right away.").

4. Guide your caller. Always result in a question. Guiding a caller with questions keeps you in charge of the phone call helping you gather any pertinent information. A quick question will do, such as "May I've your phone number?" or "What's the best time to achieve you?" Basically, whatever you need or you think could be useful to obtain issue resolved quickly and with as little additional effort from your caller!

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

remote call attendant

Your whole product is down? That is terrible! Let me take down a detailed message for the support team and browse it back to you to ensure things are correct. I'll make certain they get this immediately so we might have you ready to go as quickly as possible. What's the best phone number for a return call?

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

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

1. Ring instead of reply. Even when the consumer sent an e-mail or left a voicemail, when emotions are involved, a phone call or face-to-face conversation is the greatest way to go. Conveying an optimistic tone in an email is a lot harder than with your voice. When conversing over the phone, you get to add warm and kindness to your voice and diffuse the situation better.

2. Gather your tips. Before you decide to dial their number, pause and think about what you want to discuss. For instance, if pulling up their account information can help the call go smoother, do that before hopping on the telephone.

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

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