Have The Right Person Answer Your Phones

How many times have you called a company to have the phone answered by someone you know just does not care.  It can feel like your interrupting me. Can’t you tell I am busy? Huff. What do you want? Then they usually put the phone to their chest and yell something like. ‘ Hey Bob, who looks after the widgets? Just a sec. I’ll put you through.’

The words may not come out exactly like that but the caller feels like they are not valued. I suggest to you this is not a good way to treat your existing or potential customers.  I expect their company website tells a different story of warm and friendly business. Make sure your phones are answered the same way.

It’s time to walk the talk. I ask all managers and business owners out there to spend some time on this. I suggest you have a staff meeting to discuss the best option. Perhaps it’s a rotating phone schedule. Once that is done, create a call script with all the scenarios and then print and laminate it.  Every person who answers the phone in your company should have a copy and be comfortable with it. It is critical that your staff sounds like they know what there talking about. Express the importance of phone calls to your business and to their job.

If are not able to handle your phones I suggest you reach out to a contact center near you.

‘Thank you for calling the ABC Company. How may I help you?  Yes, we would love to help you with that order !!!!! ‘