When we were young, many of us were taught
label. These lessons taught us the basic components of
conduct a telephone conversation – courtesy,
attention, respect and common courtesy.
Unfortunately, it seems that these lessons have been forgotten.
by many of today’s companies. For many, the philosophy
seems to say that it is easier to give up these practices and,
choose to deal with customer service instead
later consequences. It seems the true cost for the final result
it has no consequence. Why in a time of always?
increased competition at home and abroad, coupled with the
aware of the high expectations of customers, does anyone
be willing to overlook and underestimate this most basic
customer service skill?
Common sense
Common sense and logic are not so common. common sense
says that strong phone skills cannot be taken for granted and
It shows our customers that we value them and their business.
Here are some common phone errors and
sense solutions to keep your business on track. even if you
have been guilty of making some or all of these blunders,
take charge now and reshape your approach to create a
customer-centric organization.
* No callback
I am referring to calls from a co-worker, business partner,
salesperson, or someone with whom you have a position
business relationship. The reasons why people choose not
returning a call may include the following:
– “I don’t have any new information to share.”
– “I’m waiting for so-and-so to call me back or answer my e-
E-mail.”
– “I have no need for this service at this time.” (Even though I
may in the future).
– “I’m not the person you need to talk to.”
– “I haven’t made a decision yet.”
Unfortunately, when you realize that you were negligent and
overdue for a callback, panic and embarrassment set in and
you feel it’s easier to duck, dodge and dance instead of
to make the call. This only aggravates the problem and
it does not relieve your discomfort.
The solution is to pick up the phone. start by apologizing
for not returning the call. Don’t make excuses like, “I was
busy.” Instead, be honest and direct, which takes a lot of time
way to build and maintain strong business relationships
and your reputation. Then proceed to settle the business.
by hand. In the future, start with the positive intention of
answer calls in a timely manner. If you don’t have any
news or there is no change in circumstances, let the caller
to know. Let him know when you plan to call back, or
provide a future date when the caller can reach you, and
be sure to pick up the phone.
* Unwelcome voicemail
Imagine you call a company the day after Labor Day and hear
the following message, “Thank you for calling ABC
Company. She has reached Jane Doe’s desk. I will be
out of the office for business from July 3 to July 15.
Please leave a message.” What does this outdated message mean?
really say about you to your customers? On the one hand, it says that I am
too busy to change a voicemail, so maybe I’m too
busy to meet and service your business needs. Remember,
your message represents you in your absence. make sure everything
messages are timely and reflect a professional image. If he
the customer needs immediate assistance, be sure to indicate to whom
they can contact, along with a phone number.
Another voicemail mixer is allowing a mailbox to fill up for
capacity so that the mailbox does not accept more messages. me
I know people who do this on purpose just to not
receive more calls, which translates in your mind to not
have more work. This is very unprofessional and
unacceptable practice. Check your voicemail periodically
throughout the working day. Save messages when
necessary. If you expect that you will not be available for a
extended period of time, indicate when you expect to check
messages and callbacks. If you find your mailbox often
fills up faster than you can keep up, consider having a
operator accepts your calls.
* Lack of preparation
Have you ever had a phone call and said, “I need such and
that’s the number.” You offer the information at the top of your
head only for the caller to cut him off and say, “Wait
one minute. Let me get something to write with.” Why
People call for specific information and yet are not prepared to
download information? The caller has now wasted
his time and yours. Every phone always needs
Have three items by your side: a pen, paper, and a mirror. (Watch
the next item of why you need the mirror).
* without mirror
What you see is what the customer receives. keeping a mirror
next to your phone allows you to see what your customers are listening to.
A warm smile can be heard over the phone. If a call has
come at a bad time, better let the caller leave a
message than to risk taking your frustrations out on the caller.
* Hang up before the customer
When you hang up the phone before the customer does,
you run the risk that the client hears comments that are not for
your ears. “That Jim is such an idiot. How dare he try to
haggle over the price after three months of negotiations! oh heh
Jim. I didn’t realize you were still on the line.” Oops, how
embarrassing! I have personally heard some very interesting
and embarrassing conversations started before hanging up,
and I can assure you that I took my business elsewhere because
of that
* The noisy crash
You’ve heard the crackle before: a page is sent through the
public address system and at the end of the message you
hear what sounds like a shot put thrown at the olympic
games. When the phone is offline, it sounds as if the
the earpiece was thrown into the middle of the room. a better and
the quietest solution is to click the hook release or shift button
first and then put the earphone in place.
* Phone Tag
A great game of phone tag is not only a waste of time, it can also be
downright frustrating. Reduce the number of “tags”
and leave a message telling callers specifically when
can be contacted or when you will be out of the office (so that
then don’t call). Believe it or not, some people call
purpose when you’re away – now why would they ever want
To do that?
* speak fast
I’m a former New Yorker and I don’t usually have a problem
understand the fastest speaker. However, I have had
people I’ve never met leave me a message with a phone
number that is spoken as fast as an auctioneer. Decelerate!
Leave a message assuming the other person doesn’t know
how to write your name or you already know your number. HAS
the correct message includes your name and number listed twice
– once at the beginning of the message and once at the same
final. This way, if I can’t understand or want to confirm the
information, I can do it without replaying the message
and again Make sure you speak slowly and clearly. Whose
be shy about spelling out any information for clarity.
* Choose not to invest in a headset
Juggling a pen, paper, and phone, while writing on a
keyboard with the phone cradled in the hollow of his rigid
shoulder and neck pain, it’s just not productive. Facilitate your
pain and invest in a quality headset and make life easier.
You’ll find you can locate information, type, or just listen
easily. While you’re at it, pick an extra one for your
cell phone too.
* Misuse of the loudspeaker
Using a loudspeaker is helpful when dialing, waiting
hold and conference calls. There are times, however, when
it is misused and abused. Examples of this are when private
the information is shouted into the speaker box so loud that
everyone within a mile radius can hear or have a
telephone conversation without informing the caller that
others are in the room. Never assume the caller is not
mind being on speaker. Ask permission first. Also,
always tell callers before they say a word someone
(if applicable, who) is present in the room with you to give you
fair warning.
Telephone errors are overlooked and all too common.
Starting today, go back to basics. identify and correct
phone mistakes and you will shine as a world class professional
customer service provider.