6 Call Answering Techniques to Verify Spelling - By: Elizabeth R. Robinson

As the primary phone answerer for your business or as a virtual receptionist answering calls for many businesses, you may have the tricky task of verifying the spelling of callers' names. It's no easy chore, especially when your callers expect you to be familiar with them. Leaving out verification can help virtual answering services sound like they're in-house, but there are certainly times when correct spelling can't be beat. For example, if you're going to follow up the call with an email, addressing Jon as John will get you off on the wrong foot. The next time you need to confirm the spelling, try these helpful tips:

1. Familiar with the caller's name? Take a guess! If you think you know how to spell the name, take the legwork out of the question for your caller and take a crack at it:

"And is 'Tony' spelled 'T-O-N-Y?'"

If you're correct, all your caller needs to do is say yes. And if you're off by a few letters, your caller has an easy in to make corrections:

"It's actually 'Toni' with an 'i.'"

"Wonderful! Thank you so much!"

If you're not sure how to spell the name, begin with a question like, "Would you mind spelling that for me?" and follow up by confirming what you've heard.

2. Caller ID is your friend. Even if you work at a virtual receptionist service, you probably have access to a Caller ID. Glance at the Caller ID to see whether your caller's name may be similar, and use it as a jumping off point. Remember, though, Caller ID isn't always correct; they may be calling from a relative's phone or the phone company could have made a typo, so don't use it as a replacement for verification. However, Caller ID can be a great tool to help get the ball rolling.

3. Keep a phonetic alphabet handy. A phonetic alphabet can be a dream when deciphering between similar sounding letters. "Is that 'P' as in 'Paul' or 'B' as in 'boy?'" Try using the alphabet that police and the military use, or make your own!

4. Look for repeated info. Are you taking down your caller's email address as part of your message? Many email addresses include the party's name; feel free to reference it when you're verifying information. If you've already confirmed how your caller spells their name, simplify by asking, "That's katy.smith@abccompany.com; "Katy," as in your first name, dot "Smith," as in your last name, at ABC Company dot com, correct?"

5. Take cues from your caller. If your caller mentions right off the bat, "I called about 10 minutes ago; is Sheila available to chat now?" there's a chance either you or another virtual receptionist may have already confirmed their info. Do a quick search for any record of her call or messages, and if there is, use that info for your call. As an added bonus, if the other party is still not available, you can reference their previous message: "It looks like Sheila's still in her meeting; however, I see your message here from earlier. Is 503-445-6900 still the best number to reach you, Karen?"

6. Have an explanation at the ready. If you sense any hesitation from your caller, try politely explaining why you're confirming the spelling and mention that you'd hate to pass along incorrect or incomplete information. Then, ask for the info again:

"John asks that I verify spelling in all of his messages, and I'd hate to pass along your information incorrectly. May I ask how you spell your last name?"

If you absolutely must get correct spelling, give your callers a break and try to anticipate their answers when you can. A little politeness goes a long way over the telephone!

About the Author

Looking for a virtual receptionist for your business? Visit the Ruby Receptionists' website at http://www.CallRuby.com and learn more about this award-winning call answering company.

Article Directory Source: http://www.articlerich.com/profile/Elizabeth-R--Robinson/197461

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