How Can I Improve Phone Communication with My Customers
- Know that customers are not an interruption of your day - they are the reason you have a job. Answer the telephone by the third ring because most customers expect that your voice mail will pick up at the fourth ring.
- Stop and catch yourself before you answer the phone and SMILE. A customer can "hear" your smile over the phone 95% of the time. Make a positive first impression.
- Always identify yourself and your department/organization politely and promptly when answering the phone. Slow down when you give your name.
- Avoid multiple telephone call transfers. Don't "blind transfer" phone calls. Tell your co-worker the customer's name and a brief description of the problem. Your customer will be grateful when he does not have to repeat his story again.
- If you receive a properly transferred customer call (see above), start where the other employee left off. This will save time and aggravation with the customer.
- A sincere "Thank you" and offer of additional assistance should be used at the end of your phone conversation with a customer.
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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.
