subject: Virtual Receptionist Phone Answering Tip: Asking The Right Questions [print this page] Receptionists, phone answerers, and virtual receptionists alike must choose how they screen callers carefully. Being too pushy or asking too many questions off the bat may scare off potential clients or at least leave a bad taste in their mouths. The live virtual receptionist team at Ruby Receptionists has seen what works and what doesn't. To set the best impression for your business, remember the following when deciding what questions to ask:
Go easy on spelling verification. If you're a virtual receptionist and want to appear familiar with callers like an in-house receptionist would, skip verifying spelling. Unless the other party will be sending an email or looking them up in a database, correct spelling usually isn't necessary. It can be a pain for the caller, especially if they call frequently and have to repeat the same info over and over.
Make suggestions. If you must verify spelling, lend a hand where you can. Instead of "How do you spell that?" or "Would you mind spelling that for me?" prompt callers with your best guess: "Is that Neal, N as in Nancy, E-A-L?" If correct, your caller need only respond with a quick "Yes!" and if not it's just a hop, skip, and a jump: "Actually, it's N-E-E-L." The virtual receptionists at Ruby keep a phonetic alphabet on-hand for just these occasions.
Look for clues. Again, if you need to verify spelling, caller ID can be a great resource. When your caller has a name or works for a company you're not familiar with or if you are having trouble hearing them, take a glance at the caller ID. Just as before, ask for confirmation: "That's A-Kore Incorporated, spelled A as in Apple, K as in Kansas, O-R-E, correct?" Remember, caller ID isn't 100% accurate every time, but it can let your caller off the hook for the legwork.
Gauge when to ask which question. If you work for a law firm answering service, you may need to perform intake for new clients. A frequent question in the mix is "How did you hear about our firm?" If you're about to get into some emotionally-charged questions, you may want to ask this question up front. On the other hand, if the other questions are relatively light, feel free to ask when you're wrapping things up.
Know when to skip a question. You may have a list of questions to ask every caller, but let common sense be your guide. If your caller opens with, "Is Heather available? This is her husband," you don't need to ask his name; Heather probably knows who her husband is.
You want to be thorough, but it's a fine line between diligence and bothersome. Sometimes, a simple question like "May I ask who's calling?" will elicit a response with just the info the other party needs to decide whether to take the call. Be sure to jot down anything your caller says so that when you try the line, you can offer all the information you've just learned: "I have Sarah Smith on the line. She's a current client and was wondering about the status of her order."
If someone declines to answer, don't badger. If you've asked a question and your caller seems hesitant or declines, they probably feel uncomfortable; asking them again will make matters worse. Earn their trust by skipping the question for now. You'll likely get a second shot and will have made a great first impression with your understanding.
A receptionist, or virtual receptionist, is often the first voice a client hears when calling a business. Make your company stand out by making each interaction as pleasant, helpful, and easy as possible!
