The importance of politeness is underestimated in the UK business sector. For businesses, politeness is key to ensuring happy customers and a first class customer service. Higher standards of customer service mean more happy customers, and higher profits.

Politeness can be communicated in various ways, one main one being when answering the phone. Telephone answering should be quick, efficient, and helpful for the caller. The caller should feel that the cost of the call was worth that money, and not a waste of time.

It is a good idea to answer the phone quickly, to avoid frustrated customers getting annoyed. The key rule is to never put them on hold, this is irritating as well and more often than not a call will be cut off or the caller will give up trying.

When the call is answered, a polite and professional operator should pick up the call. They should introduce their name and ask “how can I help you?” inviting the caller to speak and making the caller feel welcomed.

If the caller is making a complaint, the operator should always apologise for the inconvenience and then follow measures to put it right. Even if the caller is very angry, the operator should remain calm and friendly. This is a polite way to deal with the caller and will make the caller more likely to forgive the company and then do business with them again.

To maintain this high level of standard and customer service, a business might consider services specialising in telephone answering. UK businesses have noticed the benefits of outsourcing because it is cost effective as well as a way of providing an excellent level of customer service, with each operator being trained professionally on how to appropriately answer calls on your behalf.

When your telephone answering services are in place, your business can focus on other tasks relating to driving profits rather than answering the phone. You can rest assured that each call is dealt with the level of professionalism and politeness you would want from your business.

Ross Barnes-Moore