Imagine your schedule is packed and you have just a few minutes to call a company on your lunch break with a quick question. The person on the other line picks up the phone, but you can’t make out a single word they’re saying. The connection is so bad they sound like they’re talking underwater.
On the flip side, as the business representative, you’re trying everything you can to communicate with your customer. But no matter what you do, it’s impossible for you to hear one another. Even if the client does decide to call back, their negative experience makes your company look bad.
How to deal with a poor phone connection
Weak phone connections are one of the most frustrating roadblocks to stand between you and your customers. Not only is it inconvenient for the customer who took the time out of their busy day to contact you, but if dealt with poorly, you could even lose business. Here are three tips for dealing with a poor phone connection, which we will explain in more detail below.
- Say something as soon as you notice the poor phone connection
- Remember to stay calm
- Find another way to communicate
Say something immediately
As soon as you notice that the phone connection might not be the best, speak up. Letting the caller know that you recognize the spotty connection will give you time to come up with a plan B if the call gets dropped. Be sure to take down your caller’s contact information and let them know how they can get back in touch if you’re disconnected. Not only will the customer be put at ease, but your company will look prepared and professional. Speaking up right away will leave the impression that your business is dedicated to providing a quality customer experience, and that you truly care about assisting them.
Remember to stay calm
Don’t freak out. It can be stressful when you can only hear every other word of what your customer is saying. But remaining cool, calm, and collected is a great way to indicate to your customers that your company has everything under control.
Find another way to communicate
Poor phone connections are completely out of your hands and very frustrating. The good thing is, there are other ways to get in contact with your customers, like texting! In fact, roughly two-thirds, or 63% of consumers said they’d switch to a company that offers text messaging capabilities. These days, several businesses offer texting as a means of communication to connect with their customers in a more efficient and personable way.
Here at Answering Service Care, we proudly offer text messaging answering services, which enable our live agents to respond to text messages on behalf of your business. If your business has texting capabilities, be sure to let your callers know so they can text you in the event that you get disconnected. Making them aware that they can text your business the next time they have a question or concern will also impress and please those who prefer texting over calling.