How to Answer Phones and Make Appointments
The person that answers the phone and makes appointments for a business is one of the most important employees at the company. The reason for this is that the person who answers the phones is making the first impression for the company when a potential customer calls in seeking information. It is important to answer phones in the correct manor and learn how to properly make appointments.
- Answer the phone in a polite, competent manor. Always answer the phone with a smile as this will come through in the voice. It is important to mention the companies name in the greeting and then ask what you can do for the customer. Include the time of day in the greeting, for example, good morning, afternoon or evening.
- Pay very close attention to what the person on the other end of the phone is saying. By doing this you can quickly determine what the person needs and therefore resolve the matter in one phone call instead of many phone calls. It is important to listen to the customer so that they feel like you are paying attention to their needs at all times.
- Discuss the appointment options with the customer. Ask the customer what the appointment is for and what time works best for them. Also, ask if they have a specific day in mind. Decide on a time and date that works for the company and customer. Add the appointment into the schedule and repeat that information back to them as well.
- Ask if there is anything else the customer needs. Thank the customer for calling and inform them of any policies that are in place for missing appointments or how far in advance they must call to cancel.
- End the call by wishing them a good day or night.