We
all know that there is really nothing worse than making a call only to end up
on hold and not get through to the right person. So it's important not to forget to put
yourself in the caller's shoes when you are strategizing about the way your
company handles calls. We revert back to
the old adage; treat others like you
want to be treated.
1.
"The telephone seems to ring forever before it's answered."
Always
try to answer the phone within 3 rings.
Any longer than that and a caller can start to feel ignored or
frustrated. Their call is important to
you, so you want to make them feel that way.
2.
"I wait on hold for what can sometimes feel
like hours."
Your
customers' time is as valuable as yours.
Make sure that your "hold recall timer" is set correctly so that a
caller isn't left hanging for any longer than a couple minutes. If you know that it's been a while, pick up
for the phone and give them the option to continue to hold for someone, or you
can offer voicemail. Make them feel that
even though they're waiting, you want to cater to their needs and let them have
a positive experience with your company.
3.
"The line is continually busy."
If
you are getting complaints that your lines are always busy, it may mean that you are busy with more business which of
course is a good thing! Remember that
when business increases, your phone lines should too, in order to accommodate
new and existing clients.
4.
"Someone picked up with an aggravated voice,
as if my call disturbed them."
We
all have bad days, and it can be difficult to always be polite, but you need to
keep in mind that your attitude is a direct reflection of your company. Every time that you pick up the phone, you
are being a representative of your company's brand and image.
5.
"They let me talk and explain my situation
only to realize that they are not the person I should be talking to!"
If
you know that there is someone else in the company that is better suited to
handle a call, politely interrupt them and transfer them to a more appropriate
person. Be sure to pass along any
information that you may have gathered during your initial conversation, so
that the caller doesn't have to repeat themselves.
.
