Test your Telephone Effectiveness - Find out if your phone practices are winning or losing customers
Test your Telephone Effectiveness - Find out if your phone practices are winning or losing customers
1. How long does it take you and/or your switchboard operator to answer the phone?
a) 5 rings or less
b) 3 rings or less
c) under three rings
After 2 rings, callers are wondering what’s going on. Your phone should be answered in-person by the second ring or by your voice-mail system by the 4th ring.
2. Do you answer your phone with any of the following?
a) “Hello.”
b) “(Company name only)”
c) “(last name only)”
d) “Good afternoon, this is (your full name), how can I help you?”
All of these greetings have flaws. A, B, and C are too abrupt and don’t provide enough information. D is too wordy and dissuades callers from identifying themselves because it encourages them to get to the point rather than saying their name. Plus it forces you to check the clock to see if it’s before or after noon. A better greeting is, “Thank you for calling ABC Company. This is John.” If you are taking a call that’s transferred to you, then always identify yourself as you wished to be addressed. Whether you choose to identify the department is optional.
3. Have you ever said, “Please hold” to a caller?
a) yes
b) no
Never put a caller on-hold without asking for their permission, and then waiting for their response. Putting customers on hold without their consent is a sure-fire formula to lose customers.
4. How long does it take a person on hold to become annoyed?
a) 2 minutes
b) 30 seconds
c) 1 minute
d) 17 seconds
Studies show that after only 17 seconds, callers on hold become annoyed. The exception is when the greeter explains why the caller is being asked to hold and provides the estimated time required. Knowing beforehand how long they can expect to wait reduces the chance of annoyance, particularly among long distance and cellular phone callers. Another option to prevent frustration is to offer the caller the option of either holding or hanging up and having their call returned within a brief, specific time period.
5. When you’re talking on the phone while a visitor walks in, who gets priority?
a) the visitor
b) the caller
The person who made the effort to show up in-person gets priority. That means you need to interrupt the caller. The quickest way to get that caller’s attention is to call their name. “George, I have someone who just walked in, can I ask you to hold for a moment?” Wait for their agreement. Then acknowledged the visitor, tell them you’ll be a moment, and wrap-up your telephone conversation.
If you’re talking to customer in person when the phone rings, then get someone else to answer the phone, or use voice mail. Abandoning customers to answer the phone is downright rude and is a guaranteed way to lose customers. As obvious as this seems, it’s one of the most common blunders in customer service.
6. When receiving a call for a co-worker, how are you most likely to respond?
a) “Susan’s not in right now, so I’ll have to
take a message.”
b) “Susan’s still at lunch. Can I take a
message?”
c) “Susan’s should be back soon. Could
you call back in about 15 minutes”
All of these statements have flaws that make the greeter sound unhelpful and unprofessional. Consider each response.
a) The statement, “I’ll have to take a message,” makes it sound like an inconvenient chore. Instead, change two words: “I’ll be happy to take a message.” The bonus is that you don’t work any harder but you convey the impression of someone with a terrific customer service attitude.
b) It’s completely irrelevant that the co-worker is at lunch. The caller might be thinking, “That’s a long time to be at lunch!” It’s also irrelevant whether your coworker is “in a meeting” or “with a customer” or “busy”. The only relevant information is they’re not coming to the phone. Therefore, “Susan is not available right now” is the most appropriate response, followed by, “I’d be happy to take a message.”
c) asking a caller to phone back later gives the impression that you’re too lazy or disorganized to take a message. This gives a potential customer a terrific excuse to call your competitor. ‘Nuff said.
The training solution
If you’re like most managers and business owners, you’ll probably find that when you assess the phone practices within your organization, there’s room for improvement. The good news is that with just a little training, it’s easy to develop the skills that ensure that your customers keep coming back.
Test your Telephone Effectiveness Find out if your phone practices are winning or losing customers - To learn more about this author, visit Jeff Mowatt's Website.
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If your customers aren’t impressed by you or your co-workers on the telephone, they can switch businesses by merely hanging-up and dialing the competition. So, your telephone skills can have a significant impact on your business and your career. To find out how you and your co-workers are perceived, take this telephone test. While you’re at it, have a friend make a “mystery call” to see how your fellow employees measure-up.
1. How long does it take you and/or your switchboard operator to answer the phone?
a) 5 rings or less
b) 3 rings or less
c) under three rings
After 2 rings, callers are wondering what’s going on. Your phone should be answered in-person by the second ring or by your voice-mail system by the 4th ring.
2. Do you answer your phone with any of the following?
a) “Hello.”
b) “(Company name only)”
c) “(last name only)”
d) “Good afternoon, this is (your full name), how can I help you?”
All of these greetings have flaws. A, B, and C are too abrupt and don’t provide enough information. D is too wordy and dissuades callers from identifying themselves because it encourages them to get to the point rather than saying their name. Plus it forces you to check the clock to see if it’s before or after noon. A better greeting is, “Thank you for calling ABC Company. This is John.” If you are taking a call that’s transferred to you, then always identify yourself as you wished to be addressed. Whether you choose to identify the department is optional.
3. Have you ever said, “Please hold” to a caller?
a) yes
b) no
Never put a caller on-hold without asking for their permission, and then waiting for their response. Putting customers on hold without their consent is a sure-fire formula to lose customers.
4. How long does it take a person on hold to become annoyed?
a) 2 minutes
b) 30 seconds
c) 1 minute
d) 17 seconds
Studies show that after only 17 seconds, callers on hold become annoyed. The exception is when the greeter explains why the caller is being asked to hold and provides the estimated time required. Knowing beforehand how long they can expect to wait reduces the chance of annoyance, particularly among long distance and cellular phone callers. Another option to prevent frustration is to offer the caller the option of either holding or hanging up and having their call returned within a brief, specific time period.
5. When you’re talking on the phone while a visitor walks in, who gets priority?
a) the visitor
b) the caller
The person who made the effort to show up in-person gets priority. That means you need to interrupt the caller. The quickest way to get that caller’s attention is to call their name. “George, I have someone who just walked in, can I ask you to hold for a moment?” Wait for their agreement. Then acknowledged the visitor, tell them you’ll be a moment, and wrap-up your telephone conversation.
If you’re talking to customer in person when the phone rings, then get someone else to answer the phone, or use voice mail. Abandoning customers to answer the phone is downright rude and is a guaranteed way to lose customers. As obvious as this seems, it’s one of the most common blunders in customer service.
6. When receiving a call for a co-worker, how are you most likely to respond?
a) “Susan’s not in right now, so I’ll have to
take a message.”
b) “Susan’s still at lunch. Can I take a
message?”
c) “Susan’s should be back soon. Could
you call back in about 15 minutes”
All of these statements have flaws that make the greeter sound unhelpful and unprofessional. Consider each response.
a) The statement, “I’ll have to take a message,” makes it sound like an inconvenient chore. Instead, change two words: “I’ll be happy to take a message.” The bonus is that you don’t work any harder but you convey the impression of someone with a terrific customer service attitude.
b) It’s completely irrelevant that the co-worker is at lunch. The caller might be thinking, “That’s a long time to be at lunch!” It’s also irrelevant whether your coworker is “in a meeting” or “with a customer” or “busy”. The only relevant information is they’re not coming to the phone. Therefore, “Susan is not available right now” is the most appropriate response, followed by, “I’d be happy to take a message.”
c) asking a caller to phone back later gives the impression that you’re too lazy or disorganized to take a message. This gives a potential customer a terrific excuse to call your competitor. ‘Nuff said.
The training solution
If you’re like most managers and business owners, you’ll probably find that when you assess the phone practices within your organization, there’s room for improvement. The good news is that with just a little training, it’s easy to develop the skills that ensure that your customers keep coming back.
Test your Telephone Effectiveness Find out if your phone practices are winning or losing customers - To learn more about this author, visit Jeff Mowatt's Website.
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John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
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George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
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Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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Cheryl MatthynssensCheryl is a life skills coach, licensed Chemical Dependency Counselor and a 20 year entrepreneur. Cheryl's dedication to achieving a life of balance led to her expanding her teaching from the simple managing of life's daily challenges to adding financial well being as well. A direct marketer with DrinkACT, she is gaining ground in the online community with her concepts of making sure business owners, entreprenuers and employees have well rounded life styles. She opened up a small affiliate site - The Balance Guide- to help others find resources for mental and emotional well being. Visit Cheryl's blog to see more of the diversity beyond business she has began offering online at www.thebalanceguide.blogspot.com - Visit Cheryl Matthynssens's Website |
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Jay Kubassek(Jay's Full Bio: EvanCarmichael.com/jaykubassek) In five years, Canadian-born entrepreneur Jay Kubassek went from selling mufflers at a Midas franchise to revolutionizing Internet marketing with the 2004 launch of CarbonCopyPRO, a online marketing education company, now worth over $20 million with customers in over 160 countries.
As an independent film producer, his upstart film fund Aliquot Films is currently producing a films with Spike Lee and Abel Fererra (starring Ethan Hawke and Dennis Hopper.)
Jay's entrepreneurial spirit is irrepressible. He’s the owner of five companies, a professional speaker and trainer, international real estate developer/investor, extreme sport enthusiast and emerging philanthropist. Jay resides in NYC with his wife Jamie, son Milo and dog Cooper. Visit Jay's official website: www.JayKubassek.com - Visit Jay Kubassek's Website |
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