How Can I Effectively Use Voice Mail in Addressing Customer Concerns
- Don't use Voice Mail unnecessarily. The reason a customer or internal employee is calling is because they need help.
- Return your telephone messages by the end of the business day or within 24 hours. Customers expect you to treat them like the priority that they are.
- Change your voice mail message weekly. Do not leave a voice mail message that says, "I'm away from my desk or on the phone..." That is obvious. Record a voice mail message that reflects current information about the your whereabouts for that week. "This is (your name) with (your company and department). My schedule for the week of..."
- Listen to your own voice mail message. Does it sound enthusiastic and upbeat? If you were a customer, would you want to leave a message with you? If not, change it immediately.
- Voice mail can be a wonderful communication tool if used correctly. When you must leave a voice mail message for a fellow employee, DO leave detailed messages with your full name and phone number. Repeat your phone number slowly. There is nothing more aggravating than having to re-listen to messages in order to correctly write down the necessary information.
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Patti Hathaway can solve your people challenges through her highly customized solutions. Do you have customer retention concerns, leadership challenges, or employee resistance to change? Patti Hathaway, The CHANGE AGENT, has built her reputation since 1987 as a business advisor and best-selling author who gets her clients' results. For a free monthly tips e-newsletter and many helpful articles, go to: www.thechangeagent.com or call 1-800-339-0973.
