“Your call will be recorded for training and quality assurance purposes”
How often have you heard this? And have you ever listened to the responses they collected? I heard a selection of recorded calls to print businesses last week. They proved very effectively that many front-line customer service staff (including business owners) waste opportunities when customers or prospects call. Here are some of the most common boo boos – are you or any of your staff guilty?
1. Sounding disinterested or irritated by the interruption
That call is probably bringing business. Smile before you answer and identify yourself. “Good morning, Acme Travel, this is Suzy”. Your name should come last in the greeting so the caller will remember who they are talking to. Be positive and listen carefully.
2. Not bothering to ask who’s calling
Get the caller’s name (and company if you’re B2B) and use it – people love the sound of their own name.
3. Multitasking when on the phone
Just isn’t possible. You can’t pay attention or listen properly if you’re working on your computer or any other task. Give the caller your full attention.
4. Putting callers on hold for extended periods
Always ask callers if they mind being put on hold. If you can’t connect them to the right person quickly, or get them the information they require immediately, offer to call them back with the help they need, rather than waste their time
5. Losing customers on call transfers
Make sure everyone who’s using your phone system understands how to transfer calls effectively – there’s nothing worse than being pointlessly shunted around a phone system.
6. Getting rid of irate callers as quickly as possible
If a caller is annoyed, there’s a reason. They’ve given you a chance to fix the problem – so don’t waste it. Listen carefully – second chances are gold.
7. Not returning phone or voicemail messages
is just rude. Do it promptly. Enough said.
8. Eat – drink – chew gum
While using the phone – I don’t think so
9. You ask the customer to call back – because you’re too busy
Never ask customers to call back. If you’re really stretched, explain why and ask if you can call them back. Agree a time that suits them – as promptly as possible. Remember – 80% of business transactions involve the phone at some point – so make sure you or your staff don’t blow it.
