Phone Grader - Are Your Phones Working For You?

Answer Phones Properly - 4 Ways to Business Phone Heaven

The phone is the first contact most people have with a business. You never get a second chance to make that first impression. Answering the phone properly is the start of a long term relationship if it is done properly or can end a relationship if done badly.

1) Choose a phone system that allows you to answer most calls.

A first point is that everyone should have their own phone number ( otherwise known as a DDI) so that if a client knows who to call then they can. If this call isn't answered then your system should be able to respond effectively as described below.

If you simply put one person on the end of the main phone - then there are a lot of times when they can't answer the phone - for instance when they are talking to your most important customer or giving directions to some one. So when your main person is engaged you need a system that allows you to respond most effectively.

The ways the system should be able to respond are:

a) If some one else is available then the system should allow them to answer - you can use call cascading or have multiple phones ring at once.

b) If there isn't any one else then you can choose:

• put people in queue until answered (they hate that)
• use a live answering service so that another company answers the call on your behalf in your name. Cloud Net provides an excellent service with no subscription
• use a voicemail service which allows people to leave a message - say you will get back to people (people don't like this either)
• if you have a Cloud Net system then you can allow people to answer on mobiles which is not ideal but better than missing the call.

Not all phone systems can do all of this or if they can then extra costs can be incurred.

2) Work Out The Company Greeting

Our recent survey showed that a lot of small companies simply answer with "Hello". A moments thought will allow you to agree a simple company script.

We favour "Good morning/afternoon. This is Company Name. John (or whoever) speaking and leave it at that. If you must add something then "How may I help you"

We don't like "What can we do for you today?" because it makes a reply difficult - my most usual reply is "You can put me through to Fred (orwhoever I'm trying to speak to)"

3) Dealing With Difficult Callers

There are nutters out there. This is just a fact of life. If people use offensive or intimidating language then it is appropriate to warn them that you will disconnect the line if they carry on (and to do so)

There is nothing personal in the way that these people behave - they are simply trying to get a reaction. They will ask questions which are impossible to answer "Do you always treat customers this badly or am I special" is really difficult. The best you can do is to try and empathise with the problem - if possible. Take the complaint seriously - write it down and ask for help in forming the words.

Intelligent companies will have a policy allowing you to resolve the complaint if you can even if there is some small cost to the company. If you cannot resolve the complaint then you can at least offer to get some one to call the complainer back - but make sure they return the call.

Unfortunately there are times when there is a problem and the situation cannot be resolved and under these circumstances the only thing to be done is to admit the fault and remain determinedly polite.

4) Try and Make Friends

If you recognise someone's voice then try and make friends with them. Everyone likes the personal treatment and being regarded as special. There are companies who are a pleasure to call and some we hate. When you have a choice you will always call the nice guys - so it makes sense to be nice.