{"id":5650,"date":"2021-03-30T14:56:19","date_gmt":"2021-03-30T18:56:19","guid":{"rendered":"https:\/\/www.medicalalertadvice.com\/?p=5650"},"modified":"2022-10-20T07:31:12","modified_gmt":"2022-10-20T11:31:12","slug":"a-great-call-experience-begins-with-a-commitment","status":"publish","type":"post","link":"https:\/\/www.medicalalertadvice.com\/articles\/a-great-call-experience-begins-with-a-commitment\/","title":{"rendered":"A Great Call Experience Begins with a Commitment"},"content":{"rendered":"<div id=\"attachment_5653\" style=\"width: 310px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-5653\" class=\"size-medium wp-image-5653\" src=\"https:\/\/www.medicalalertadvice.com\/wp-content\/uploads\/2021\/03\/Depositphotos_176822296_s-2019-300x225.jpg\" alt=\"representative answering a phone call\" width=\"300\" height=\"225\" srcset=\"https:\/\/www.medicalalertadvice.com\/wp-content\/uploads\/2021\/03\/Depositphotos_176822296_s-2019-300x225.jpg 300w, https:\/\/www.medicalalertadvice.com\/wp-content\/uploads\/2021\/03\/Depositphotos_176822296_s-2019-768x576.jpg 768w, https:\/\/www.medicalalertadvice.com\/wp-content\/uploads\/2021\/03\/Depositphotos_176822296_s-2019.jpg 1000w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><p id=\"caption-attachment-5653\" class=\"wp-caption-text\">A great call experience can shape our impressions of others or companies we choose to do business with.<\/p><\/div>\n<p><span style=\"font-weight: 400;\">Have you ever picked up the phone to call a business and ended up hanging up feeling frustrated, confused, or even angry? You already know how much a bad call can negatively impact your thoughts of the company. However, just as much as a bad call experience can shape our impressions, a great call experience can lead to better reviews too. Our medical alert reviews include our call experience with each medical alert company. You can read our <a href=\"https:\/\/www.medicalalertadvice.com\/reviews\/lifeline\/\">Lifeline reviews<\/a> to see how they performed.<br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">No matter if you run a small business, work for a large corporation, are a professional caregiver, or just want to sound professional and pleasant on the phone, learning how to turn a phone call into a <a href=\"https:\/\/www.medicalalertadvice.com\/reviews\/greatcall-review\/\">great call<\/a> is crucial. Here are a few tips for improving your phone call game.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><b>The Anatomy of a Great Call<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">In today\u2019s society when so much is done via texting, chatting, and emailing, a phone call is still one of the better ways of getting personalized attention. A great call experience can leave the caller feeling relieved, cared for, and heard. In contrast, a bad experience can leave them feeling like their experience doesn\u2019t matter.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A great call begins with how the caller is greeted when the phone is answered and continues when the caller feels they are being heard and attended to. A great call concludes with follow-up action steps outlined clearly and a pleasant sign-off. Ready to make it happen?<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><b>Great Ways to Answer the Phone<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">A great call experience begins when the caller picks up their phone to begin. This means that too much ringing can set a poor first impression even before the caller hears the voice of anyone on the other line. Ensure you have a way to streamline calls so that callers aren\u2019t waiting for someone to answer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once someone answers the phone, the experience really takes off. Here are a few tips for answering the phone effectively and setting the right tone.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Smile before you pick up the phone.<\/strong> It sounds silly, but it really works! The caller can \u201chear\u201d your smile when you answer and it is nearly impossible to sound grouchy when you have a smile on your face. It\u2019s okay if you need to fake your smile too; the caller won\u2019t be able to tell the difference.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Speak clearly.<\/strong> There\u2019s nothing worse than trying to decipher what the person you are calling is trying to say. Speak with a clear tone.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Identify yourself and your company.<\/strong> It is helpful for the caller if your greeting includes your company and your name. Adding in, \u201chow can I help you?\u201d at the end of your greeting can also get the call started on the right foot.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Avoid rushing through your greeting.<\/strong> This is especially common if you answer the phone often, but you must remember that the person calling you hasn\u2019t heard you recite your greeting multiples times throughout the day. They are hearing it for the first time and if you rush through it, the caller can feel rushed themselves.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><strong>Finally, perhaps the biggest tip for successfully answering the phone is to prepare to listen.<\/strong> After your greeting, it\u2019s time for the customer to speak. Ensure you are listening and creating time for them to say what they need to without feeling like you are rushing them through.<\/span><\/span><\/li>\n<\/ul>\n<h2><b>How Implementing Best Practices Guarantees a Great Call<\/b><\/h2>\n<div id=\"attachment_5652\" style=\"width: 310px\" class=\"wp-caption alignright\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-5652\" class=\"size-medium wp-image-5652\" src=\"https:\/\/www.medicalalertadvice.com\/wp-content\/uploads\/2021\/03\/Depositphotos_37232151_s-2019-300x200.jpg\" alt=\"senior calling someone on the phone\" width=\"300\" height=\"200\" srcset=\"https:\/\/www.medicalalertadvice.com\/wp-content\/uploads\/2021\/03\/Depositphotos_37232151_s-2019-300x200.jpg 300w, https:\/\/www.medicalalertadvice.com\/wp-content\/uploads\/2021\/03\/Depositphotos_37232151_s-2019-768x511.jpg 768w, https:\/\/www.medicalalertadvice.com\/wp-content\/uploads\/2021\/03\/Depositphotos_37232151_s-2019.jpg 1000w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><p id=\"caption-attachment-5652\" class=\"wp-caption-text\">A caller needs to know that you are attentively listening and actively trying to solve their problem or concern.<\/p><\/div>\n<p><span style=\"font-weight: 400;\">Now that you have used best practices for answering the phone and beginning a positive call experience, it\u2019s time to keep that momentum going. If you are a <a href=\"https:\/\/www.medicalalertadvice.com\/articles\/caregiver-6-qualities\/\">professional caregiver<\/a>, here are some tips that will ensure your customers have a great call experience, even if their issue is not immediately resolved.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Listen to your customer.<\/strong> We pick up here where we left off, with good listening skills. When you are answering the phone, your caller cannot tell if you are nodding or giving other body language cues that you are listening. Instead, they will rely on you telling them that you are listening through verbal communication.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Use phrases to let your caller know you are listening.<\/strong> Steer clear from short phrases that can make you seem bored, like \u201cmmmhmmm\u201d or \u201cokay\u201d. Instead, use more active language such as, \u201cI hear that you\u2026\u201d or \u201cI can tell that you\u2026\u201d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Be prepared to find a resolution for the reason why they are calling.<\/strong> For some calls, a simple transfer to their desired party will be a successful resolution. However, other callers might be looking for the answer to a question that you might not know. Instead of saying phrases like \u201cI don\u2019t know\u201d or \u201cthat\u2019s not something they tell me here\u201d, use confidence-building language like \u201cI will find out that answer for you.\u201d<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Pay attention to the details.<\/strong> Many times, customers are not sure what information you need in order to solve their issue, so they just tell you a little bit of everything. Keep your ear listening for those small details and then ask them to tell you more about it.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Be friendly and interesting.<\/strong> Callers are less likely to have a good experience if you are grouchy, dismissive, or boring. You can turn a poor experience around by simply being friendly and interesting during the course of the call.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><strong>Give follow up steps before leaving the phone call.<\/strong> Finally, a great call ends effectively with you telling the caller your next steps. It might be simple like, \u201cI\u2019m going to transfer you to Susan now, and she\u2019ll be able to tell you more about your account.\u201d Or, it might be more detailed like, \u201cI\u2019m going to leave a message for Susan so she sees it when she is back from vacation tomorrow. I\u2019ll get the answer to your questions and call you back.\u201d<\/span><\/span><\/li>\n<\/ul>\n<h2><b>What Happens When You Don\u2019t Implement Great Call Systems<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Great call systems and practices ensure your callers get a similar positive experience no matter who they talk to or when. Unfortunately, without training your team on those systems and practices, you can never be sure your callers are getting a good call experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Proper training upon hire, as well as ongoing training throughout their tenure, ensures your team members know the expectations when it comes to answering phone calls. You can also easily \u201cmystery call\u201d your employees a few times per month just to be sure they are pleasant, helpful, and listening to customers.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><b>How a Bad Call Can Wreck a Business<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Since so much business can be done over email, online chat, or even text, by the time a customer reaches out via phone call, they may already be frustrated with lack of support. If the phone call is not productive, customers tend to have very little patience to wait for an answer or apology.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">While one bad call cannot bring down a business, a series of bad call experiences can. Many callers who are not satisfied with their experience end up leaving poor reviews, both online and off. This can lead to decreased trust in your business and fewer word-of-mouth referrals. Unfortunately, a series of bad reviews can quickly lead to a downturn in business and it can be difficult to turn the tide without some serious work to rebuild trust among your audience.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><b>Summary<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">A great call experience can boost business, positive reviews, word-of-mouth referrals, and customer confidence. Ensure you are training your team to answer the phone effectively, listen carefully, and take the steps needed to solve problems creatively.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Have you ever picked up the phone to call a business and ended up hanging up feeling frustrated, confused, or even angry? You already know how much a bad call can negatively impact your thoughts of the company. However, just as much as a bad call experience can shape our impressions, a great call experience [&hellip;]<\/p>\n","protected":false},"author":16,"featured_media":5651,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_lmt_disableupdate":"no","_lmt_disable":"no","footnotes":""},"categories":[4],"tags":[441,440],"acf":[],"modified_by":"ArticlesTips","_links":{"self":[{"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/posts\/5650"}],"collection":[{"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/comments?post=5650"}],"version-history":[{"count":14,"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/posts\/5650\/revisions"}],"predecessor-version":[{"id":6824,"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/posts\/5650\/revisions\/6824"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/media\/5651"}],"wp:attachment":[{"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/media?parent=5650"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/categories?post=5650"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.medicalalertadvice.com\/wp-json\/wp\/v2\/tags?post=5650"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}