Telephone technique for couriers

Once you’ve got some customers, you need make sure you to handle your callers the right way on the phone, or you’ll have been wasting all that time and effort. This article covers how to keep them coming back time after time once they’ve signed up.

Accomplished use of the telephone is vital in your business as the many bookings are still placed by phone and it is the main point of contact between you and your customers. When you answer the phone you are the voice of your business.

The first impression a customer receives when they phone us up is the way in which the phone is answered.

Aim to answer the phone promptly, within 3 rings, and introduce yourself:

Begin with “Good Morning/Afternoon” – because it is polite and gives the caller a chance to tune in to your voice.

Then introduce yourself and your business. A proven greeting is:

“Good Morning/Afternoon, CourierPlus, Tony speaking”

This avoids forcing your caller to ask, slightly wearily:

“Hi, who is that?”

People are immediately far more comfortable if they know who they are speaking to.

Develop a pleasant and clear speaking voice – your voice is your greatest asset on the phone, so using the right words, voice and tone will improve your communication skills.

Exuding calmness, confidence and competence – will reassure the customer that he has made the correct decision in phoning you.

Don’t assume that because a customer puts you on hold that they cannot hear what you might say.

Don’t “put your hand over the phone” to conceal what you are saying, as your caller can usually hear every word, and in any case it sounds really amateurish.

Be polite. Try to put a smile in your voice and answer warmly, speaking at a normal level and reasonable pace. If you are pleasant to your customers they will be pleasant with you, and are more likely to call again. Make friends with them.

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