Wait… Don’t Put Me On Hold Again!
Make sure your callers are getting the customer service that they need.
Have you ever called a business associate only to have the receptionist put you on hold — indefinitely? Or been connected directly to your party’s voicemail without being asked whether you’d like to speak with someone else? Have you done time in automation hell when you don’t know your party’s extension or the correct spelling of his or her name?
If you’re frustrated, you’d do well to consider that the same thing could be happening at your own company. That’s not only a shame, but also a missed opportunity that can directly affect your bottom line.
Reaching your party via phone has certainly gotten complicated in this age of advanced technology. One thing to do to prevent missed connections, whether or not you have a receptionist, is to invest in an automated telephone system that allows the caller to access another extension — and a real live operator — if the original party is unavailable. Then to prevent human error, here’s what to tell your receptionist to do — or not do.
- DO smile when answering the phone, because it makes you sound welcoming and friendly, even if you’re harassed.
- DON’T have a long, extended greeting. Keep it simple: “Good morning, RK and partners. May I help you?”
- DO ask the caller if he or she wants to leave a message or speak with someone else when the person requested is out of the office or unavailable. Don’t transfer to voicemail without asking.
- DON’T eat, chew gum or drink coffee or any other liquid while on duty.
- DO get back to someone on hold very quickly. Seconds seem like hours when a caller is waiting to get through.
- DON’T make or accept personal calls while at the front desk. It’s highly unprofessional, especially if there are visitors in the waiting room.
While your receptionist is the first line of communication for your company, it’s equally important that your staff’s telephone behavior be polite and professional, too. Here’s what to tell them:
- DO answer the phone with a greeting and your name. If you’ll be out of the office, leave a brief message with a greeting, your name and the company name.
- DON’T let voicemail messages pile up so that your mailbox becomes full. If you’re going to be away for an extended time and unable to pick up messages, direct the calls to another person in your absence.
- DO return all calls within 24 hours.
- DON’T answer a call when you’re in a meeting with either a client or a colleague, unless it pertains to what’s being discussed in the meeting.
- DON’T put callers on speakerphone unless you tell them you’re doing so.
This article appeared in the January 2007 issue of The Enterprise Report.