Great receptionists generally have characteristics like friendliness, politeness and organization skills. The best ones, however, get all of the little details right in order to ensure they meet the needs of their customers. Yes, that even includes having a plan in place when they are having technical difficulties on a call.  Here’s how you should react if you’re having trouble hearing others on the phone.

Do Not Blame the Customer

There is a chance that your customer’s connection quality is the reason for the communication difficulties. However, there is no reason for you to suggest that to them. Instead, simply say something along the lines of, “it seems we have a poor phone connection.” Technical difficulties are never fun for customers to deal with, and placing the blame on them may cause them to become even more flustered. Instead, stay patient and kind!

Don’t Give Up

In order to ensure you’re offering the best customer experience possible, you won’t want to give up on low quality phone conversations. After several attempts, your caller may ultimately decide it’s time to call it quits. Its best to let them come to this conclusion, rather than to dismiss their call on your own. When they do decide it’s time to give up on the phone call, you can move onto the next step.

Consider an Alternative

After several attempts to resume communication, including redials, it might become clear to both you and your caller that a clear conversation might not be possible at the moment. That’s when it’s time for plan B. If you can follow up via email, this is the time to do it. Be sure to let your customer know you plan to reach out to them, or provide your email and invite them to do so. Alternatively, you could always invite them to call back later. If the poor quality is indeed due to their poor connection, they likely won’t mind this alternative at all.

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My Admin Co understands how challenging it is to juggle all the responsibilities that come with running a small business, and can help with yours! We offer reliable, convenient, and affordable administrative services, including a call answering service. If a receptionist is on our team, it’s because they possess the ability to represent your business with politeness and professionalism.  To learn more about our services and take administrative tasks off of your plate, visit us online or call us today at (410) 324-3934.