by Costas Chryanthou

Created on: April 07, 2011   Last Updated: April 10, 2011

Business involves telephone communications and there are plenty of ways to deal with external customers and suppliers. In a sense this is just a summary review of how to answer a telephone call. Obviously people who are of a cheerful and happy disposition will answer calls to a slightly better standard than miserable call handlers. There is the basic 'smile' principle, which is to answer the telephone call in a positive, clear to understand manner and in a confident and cheerful manner. 

Some people should not answer a telephone call if they are feeling very tired, or if they have a cold or flu virus at the time of being at work. Then there is the people that answer a telephone call after many rings of the telephone. The telephone call should be answered within a few rings of the telephone call. Also people in call waiting queues should be answered within a few minutes of the call being made, and not a long waiting time. If there is an automated call handling system the system should pass on the call to the appropriate department worker in a quick manner. It is imperative that every worker in the organisation that answers telephone calls has there phone switched, and ready to take the call.

Call center staff also need training on how the computer system works so that they can locate customer details in a fast and accurate manner. If the call center agent does not have the training or the computer knowledge then they are likely to keep the customer waiting unnecessarily. 

When a customer rings, the call should be handled by people that have experience of the companies' business and therefore would be able to provide the customers fast decisions and information during the telephone call. Customers do not like slow call handlers and also people that take forever to pass on relevant information. If there are problems or queries that can not be addressed straightaway then a follow up or call back should be made at an agreed time. The customer will lose faith and patience in call handlers that do not deliver on follow up call times. This also gives the business itself a bad reputation in telephone customer service. 

Businesses that cold call customers or potential customers should always deal with customers in a courteous and in a professional manner. They should always state who they are, which company they are working for, and why they are calling along with the reason for the call. If the call recipient is not happy, then the call should be ended without asking questions to the customer.

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