Order entry is among the many live answering services we offer here at Apello. We can take customer orders 24/7 on behalf of any retailer or restaurant, whether the client operates in a brick-and-mortar location or runs their business completely online.
If you operate a business and are struggling to keep up with customer orders, we might be able to help. Let’s talk about your needs and see if we can come up with customized live answering services. In the meantime, allow us to offer some best practices for taking customer orders over the phone.
Prioritize the First Impression
It is often said that you only have one shot to make a good first impression. We believe that wholeheartedly here at Apello. That being the case, we recommend prioritizing the first impression whenever callers are looking to place orders. How do you do that? By:
- Answering calls promptly.
- Minimizing wait times.
- Greeting customers with a voice that conveys friendliness.
- Introducing the company and yourself by name.
A critical element in creating a positive first impression is speaking slowly and clearly. Nothing supports a good first impression quite like clear and concise communication that leaves the caller confident about what was discussed. By the same token, nothing ruins a first impression as effectively as an operator who cannot be understood because they speak too quickly and do not enunciate.
Express Genuine Gratitude
We recommend expressing genuine gratitude to every caller, even when no order is placed. Making sure customers know that you appreciate their interest goes a long way toward encouraging them to call back. Operators should strive to be as friendly to callers as they are with their own friends after hours. A warm and friendly tone sets the stage for a great phone interaction.
Express Professionalism as Well
Along with gratitude, it is important to express professionalism. Operators should avoid non-professional words and phrases. They should refrain from using slang whenever possible. And under no circumstances should operators ever use language that could be considered profane.
We recommend using titles like ‘Mr.’ ‘Mrs.’ and ‘Ms.’ when appropriate. However, we also acknowledge that such titles can be tricky these days. Nonetheless, it is best to avoid using first names unless doing so is cleared with customers first.
Insure Order Accuracy
Thus far, everything discussed in this piece could apply to all sorts of business phone calls, even those that don’t involve order entry. But let’s stop and discuss something specific about taking orders: ensuring order accuracy before hanging up.
Order accuracy begins with how orders are entered. The old school way of doing things was to write orders on a form in real time. These days, most companies rely on a point-of-sale system accessed through a desktop computer or tablet. One way or the other, orders should be entered during the call.
Prior to ending the call, an operator should repeat the order back to the customer to confirm accuracy. While answering questions or discussing options, it is best to avoid industry jargon that could lead to potential misunderstandings. Combining simple English with the practice of repeating orders back to customers should eliminate nearly all errors.
Order Entry With Less Overhead
As we close, we want to offer you a compelling reason to turn order taking over to a live answering service: you get quality order entry with less overhead. We hire our own staff and maintain our own facility. We handle everything that is necessary to answer your calls and take your orders. That frees you up to fill orders as they come in. It is a win-win. Right?
