Customer Servces
No More Receptionist: Now You Are the Companyby Nancy Friedman
Today with voice mail, and direct inward dial, you are probably answering your own phone. Now you can be the first contact when customers call. So remember...Who Ever Answers..IS THE COMPANY. Telephone "Doctor" ® surveys show that you only get 4 to 6 seconds to make a great first impression on that call. So make it great.
Here are some Telephone "Doctor"® tips on how you can maximize this powerful tool:
1. Answer your phone with your name....no matter how high up the ladder you are. Everyone likes to know who they are talking with...don't you ?
2. Don't ever be "too busy to be nice". This comes from a Telephone "Doctor"® training video...and it's so true We're all busy.....and we should be grateful of that. So when a call comes in..take a deep breath...smile and then handle the call. If you sound "too busy" you'll turn your callers off.
3. We are Customers to Each other. Treat your co workers ..at all levels...as you do your customers. You won't be sorry.
4. Return all phone calls...or have them returned in your behalf. I am asked at many a conference - at our Q & A session..."Nancy, what do you think of someone who doesn't return their phone calls". My answer? Not very much. ! ! Make the time...or have, as I say..someone return the call in your behalf.
5. Tell vendors when you don't want to hear from them. Salespeople appreciate direction. For you to have a secretary or someone else tell them you're not interested won't usually do it. Take the 15 seconds to let them hear it from you.
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Nancy Friedman. All right reserved. For information contact Frog Pond at 800.704.FROG(3764) or email susie@frogpond.com.
