If you’re in customer service, then you know that taking orders by phone is one of the most important tasks you can perform. It’s your chance to make a good impression on the customer and ensure that their order is correct. But order taking can be difficult, especially if you’re new to it or if the customer is giving you a hard time. That’s why we’ve put together some tips on how to take orders over the phone. With these tips, you’ll be able to take orders quickly and accurately without fretting over the phone.
Listen Carefully and Keep an Open Mind
When taking orders by phone, it’s important to be a good listener. This means keeping an open mind and not judging or interrupting the customer. It’s also important to pay attention to details. This means writing down the customer’s order correctly and reading back the order to make sure it’s correct. In order to take accurate orders by phone, it’s important to have a clear understanding of the product and be able to answer any questions the customer may have.
Be Friendly and Courteous
When you take orders by phone, the customer can hear your voice and get an impression of your company. It’s important to be polite and friendly so that customers feel comfortable placing orders with you. A big part of being courteous is using proper phone etiquette. Make sure you are speaking loudly and clearly, and that you are not eating or chewing gum while on the phone. Also, avoid talking on the phone in a crowded area, as it can be difficult for the customer to hear you.
Upsell or Cross-Sell When Appropriate
When taking orders by phone, it’s important to upsell and cross-sell when appropriate. This means suggesting add-ons or extras that the customer may be interested in and can result in larger orders and more satisfied customers.
Some tips for upselling and cross-selling:
– Suggest add-ons that are relevant to the customer’s order
– Mention any current promotions or discounts that may be applicable
– Know your product range inside out and be able to suggest alternatives or comparable products
– Keep your suggestions polite and helpful, rather than pushy or salesy
Offer a Solution if There’s a Problem
In the event that an order is placed incorrectly or there is a problem with the order, it’s important to have a solution in place. This could mean having a process in place for how to handle these types of situations or having someone on staff who is specifically trained to handle order-related issues. This could mean fixing the mistake, issuing a refund, or offering a replacement product. If you can’t resolve the issue with the customer, you’ll need to take additional steps to rectify the situation.
Be Aware of Dead Air
One of the most important things to be aware of when taking orders by phone is dead air. This is where the customer can’t hear you, or you can’t hear the customer. If this happens, it’s important to quickly ask if the customer can hear you and, if not, to ask them to call back. This can be frustrating for the customer and can lead to them hanging up, which is the last thing you want. Another thing to be aware of is background noise. If there’s a lot of noise in the background, it can be difficult for the customer to hear you. In this case, try to find a quieter place to take the order or ask them to call back.
Avoid Putting the Customer on Hold
It’s important to avoid putting the customer on hold as much as possible. Not only is it frustrating for the customer, but it can also lead to them hanging up and potentially never coming back. There are a few ways to avoid putting the customer on hold. One is to have all of your necessary information in front of you before you start taking the order. This includes the customer’s name, address, and product information.
Another way to avoid putting the customer on hold is by having a smooth and efficient order-taking process. This means having clear and concise questions and prompts, as well as having an organized system for taking orders.
Thank the Customer
Thanking the customer is a small gesture that can make a big difference in their overall experience. It shows that you appreciate their order and that you’re happy to help. A simple “thank you for your order” will suffice, but you can also thank them for their business or for choosing your company. If you went above and beyond to help the customer or solve a problem, be sure to mention that as well.