Photo via iStockPhoto.com/MichaelJung
Customers’ first one-on-one encounter with your rental car company often happens over the phone — therefore, creating a positive first impression is imperative.
Rental agents need to learn how to use the phone system’s features, how to place a call on hold and how to transfer a call. They shouldn’t be learning these techniques on the customer’s time.
The following are basic guidelines for agents to maintain proper protocol in handling customers’ phone calls.
Proper telephone etiquette is to answer the phone by the third ring. Don’t wait and expect someone else to answer the phone. Unanswered calls can result in the loss of potential business.
Before answering the phone, smile. Callers can hear a smile in your voice. When you answer the phone, the greeting should consist of stating your rental car company’s name as well as your name.
Focus on speaking clearly and in a normal tone and volume. Your tone of voice communicates confidence, sincerity and competence to customers. Keep a positive attitude throughout the conversation, with an appropriate level of enthusiasm.
To make the call more personal, use the customer’s name a few times during the call. Try placing the customer’s name at the beginning of questions and at the end with your “thank you” ending statement.
Be sure to listen for the caller’s name after you’ve finished your greeting. If you have a hard time remembering names, it’s a good practice to keep a pen and paper handy to write them down.
How you end a call is just as important as the rest of the call. After thanking the customer for his or her business, add an applicable, positive statement like, “Have a wonderful time on your vacation, Ms. Jones.” If you tie your ending statement to information obtained or shared during the call, it communicates to the customer that you were really listening and paying attention.
Words and Phrases to Avoid
What you say is as important as how you say it. Choose your words carefully. Avoid the jargon, slang and technical terms that customers may not know. For example, you know what LDW, CDW and PAE refer to; however, all of your customers may not. Using unfamiliar terms can cause the call to go longer and negatively impact your telephone sales.
The words we use and the tone in which we use them can change the dynamics of the phone conversation. For example, using words such as “thank you,” “please” and “you’re welcome” emphasize politeness and respect.
Here is an example of a phrase to avoid and more professional alternatives to use instead:
Avoid: “I don’t know.” Alternatives: “Let me find out for you.” “I know who can answer that question for you.” “Good question. Let me find the answer.”