Every time your phone rings is an opportunity.
When a prospect calls, they’ve likely done some research and believe that your business could meet their needs. Your role is to convince them further. The rewards can be substantial, turning callers into loyal customers – but it all hinges on how you manage the call.
Quality customer service makes people feel valued and builds a positive reputation for your company. Satisfied customers will leave glowing reviews and recommend you to family and friends—the highest compliment your business can receive.
Customers with a positive experience are also more likely to return. And it’s worth it, as loyal customers can be worth up to 10x as much as their initial purchase.
Phone answering that gives callers a positive experience and encourages a long-lasting relationship can feel challenging, but it doesn’t have to! Here, we look at six actionable steps that turn callers into loyal customers.
1. Answer calls quickly and with professionalism
When someone contacts your business, they want to feel like they matter immediately.
Hearing the phone ring for too long can make prospects impatient. Many will hang up as a result and try a competitor instead. Even if you finally answer after several rings, callers might feel like they’re interrupting your day and that their phone call is inconvenient.
To help customers feel cared for and important, always answer calls promptly. Fast responses are the first step to an exceptional customer service experience. It can reassure prospects that call answering is not a secondary task but a priority for your business.
Prompt responses also show you value each caller and help build trust for 96% of customers.
Once you answer the call, be sure to act professionally. Your goal is to make a great first impression and set the tone for a positive relationship. Create an inviting experience so customers feel welcome and appreciated. Maintain an upbeat tone and even try smiling while you speak—callers can sense positivity through your voice.
When prospects feel comfortable from the start, you’ll have an easier time building rapport and addressing their needs.
If you want your company to stand out, try answering the phone with a unique greeting. You could incorporate your company’s tagline or unique value proposition (UVP) to communicate what makes your business special. Doing so can reinforce your brand identity and help create a memorable customer experience.
2. Practice active listening on every call
Active listening means giving full attention to the caller and genuinely understanding their purpose and needs. Acknowledge what they’re saying, respond appropriately, and remember the information for later.
Active listening involves a variety of techniques:
- Being fully present in the conversation shows interest.
- Asking clarifying questions ensures a better understanding.
- Summarizing the caller’s responses helps with clarification.
- Reserving judgment and refraining from interrupting shows respect.
By becoming a better listener, you can help find the best solutions for each caller. You avoid misunderstandings and enhance your ability to influence, persuade, and negotiate.
Above all else, active listening shows you care about each caller and helps customers feel confident in your business.
3. Personalize the caller experience & turn callers into loyal customers
Your callers want much more than a one-size-fits-all experience. By delivering personalized call experiences, you can differentiate your business from others.
80% of customers believe the customer experience is as important as the company’s products or services. And when customers don’t receive a personalized experience, the majority will become frustrated and potentially go to another company.
Customization also lets you create lasting relationships and can be the key to repeat business and long-term success. After all, 91% of consumers are more likely to purchase from companies that recognize, retain, and provide relevant offers and referrals.
Personalizing calls can start with simply addressing the prospect by name. Not only does the caller feel like an individual rather than a number, but it shows respect.
After using the caller’s names, identify what they’re specifically looking for. Use targeted and open-ended questions, then listen carefully. Gathering this type of information allows you to offer solutions that resonate with their situation.
4. Be transparent and honest to create trust
Like you, callers have limited time—they don’t want to piece together information to solve their problems.
Communicate how your company can meet their needs for optimal customer service. For instance, be upfront about your pricing and processes so callers have all the necessary information.
If there are any limitations in the product or service that a caller is inquiring about, be honest about it! Transparency is essential for customer trust and leads to increased sales, too.
5. Address concerns, then offer solutions
If a caller is concerned or frustrated about something, you need to win back their confidence.
Recognize the underlying issue so they feel heard and can see that you’re taking their concerns seriously. At the same time, show empathy and try to see the problem from their point of view. Apologize if needed and find an effective solution.
Following up after the initial call can reassure customers that you care. It can also be beneficial for your business operations. For example, a customer satisfaction survey allows customers to feel listened to while providing valuable insights to improve your service.
Even a negative experience can develop into a long-term relationship, so don’t discount a frustrated caller! Customers don’t just remember the problem itself; they remember how you handled it. That’s why 83% of customers say they’ll be more loyal to a brand when they respond and resolve complaints.
6. Outline the main benefits and value
There’s a delicate balance between selling your products/services and being too salesy. When customers feel you’re only trying to get a sale, they’ll quickly find someone else who provides the experience they’re looking for.
Try to avoid being too pushy, to develop an understanding of your prospect’s specific needs. This allows you to tailor your discussion to how your company can benefit them.
Emphasize your company’s UVP—the factor that sets you apart from competitors—and connect it to the specific needs of each caller.
Say your company offers eco-friendly products, for example. Take time to highlight your commitment to sustainability on the call and how this aligns with the caller’s environmental values. You might also mention using premium materials if they’re concerned about product quality.
Linking your UVP to the caller’s priorities lets you find the most persuasive and fitting benefits for each prospect. Doing so will strengthen the case for why the caller should choose your business.
The payoff of a positive call experience
Callers who contact your business already demonstrate a high interest and intent. Providing an exceptional phone experience can help guide these callers to the next step, from scheduling a consultation to finalizing a sale. A caller is more likely to turn into a loyal customer when they have a positive experience with your company.
To help convert each of these opportunities, consider working with a professional answering service. Services like AnswerConnect can provide you with 24/7 live answering so your business can capture every lead and drive sales.
Quick takeaways to turn callers into loyal customers
- Inbound calls are one of the best leads you can get since callers are already showing interest in your business.
- Prompt, professional responses help make a positive first impression.
- Use active listening to understand each caller’s needs and build a relationship.
- Personalize the call experience to make each caller feel valued.
- Honesty goes a long way! Transparent communication can help address any concerns effectively.
- Don’t be too salesy. Instead, personalize the conversation and highlight the benefits of your products/services that matter most to the caller.
