Monday, April 11, 2011

Do you need to train people on how to answer the phone?

Yes and put it in writing. You want to create a phone presentation on exactly how you want your phones answered, your customers spoken to and how to end a phone call. Sounds simple right? Then do it. It shouldn’t matter if it’s your spouse or an employee at your company answering the phone; write down exactly how you would like it done.

Here’s an example for you: (phone rings and person answers) “eMarketing 4 Business….” Was this sufficient? No it wasn’t because it doesn’t give a name or ask how you can help someone. People are calling you because they want information about buying your products or services, customer assistance, or they want to speak to another employee. Knowing this, the best way to answer the phone would be to let the caller know who they are speaking to and recognizing they may need assistance. How about: “eMarketing 4 Business, this is Randy, How can I help you today?”

Answering this way takes little effort and makes people feel at ease when they call in. To get consistent behavior and results you must have a consistent service plan in your company, so write down how you want it done. That takes all the guesswork out of it and now you have a standard in which you can hold people accountable for. Try putting things in writing more and you will surprise yourself with the results you’ll get. Make it happen!

© 2011 eMarketing 4 Business LLC