When we were young, many of us were taught
label. These lessons taught us the basic components of
carry out a telephone conversation – courtesy,
attention, respect and common courtesy.
Unfortunately, it seems that these lessons have been forgotten.
by many of today’s companies. For many, philosophy
seems to say that it is easier to give up these practices and,
choose to deal with customer service instead
later consequences. Seems like the true cost to the bottom line
it has no consequence. Why in a time of forever?
increased competition at home and abroad, along with the
knowledge of high customer expectations, does anyone
be willing to overlook and underestimate this most basic
customer service skill?

Common sense

Common sense and logic are not that common. common sense
says that strong phone skills cannot be taken for granted and
It shows our customers that we value them and their business.
Here are some common phone errors and
sense solutions to keep your business on track. even if you
have been guilty of practicing some or all of these blunders,
take charge now and reshape your approach to create a
customer-focused organization.

* No callback

I mean calls from a co-worker, business partner,
seller, or someone with whom you have a position
business relationship. The reasons why people choose
returning a call can include the following:

– “I don’t have any new information to share.”

– “I’m waiting for so-and-so to call me back or answer my e-
email.”

– “I don’t need this service right now.” (Even though I
may in the future).

– “I’m not the person you need to talk to.”

– “I haven’t made up my mind yet.”

Unfortunately, when you realize that you were negligent and
overdue for a callback, panic and embarrassment set in and
feel like it’s easier to duck, dodge, and dance instead of
to make the call. This only aggravates the problem and
It doesn’t alleviate your discomfort.

The solution is to pick up the phone. start by apologizing
for not returning the call. Don’t make excuses like, “I was
busy.” Instead, be honest and direct, which is time consuming.
way to build and maintain strong business relationships
and your reputation. Next, proceed to settle the business.
by hand. In the future, start with the positive intention of
answer calls in a timely manner. If you don’t have any
news or there is no change in circumstances, let the caller
know. Let them know when you plan to call back, or
provide a future date when the caller can reach you, and
be sure to pick up the phone.

* Untimely voicemail

Imagine you call a company the day after Labor Day and hear
the following message, “Thank you for calling ABC
Company. She has arrived at Jane Doe’s desk. I will be
out of office on business from July 3 to July 15.
Please leave a message.” What does this outdated message mean?
really say about you to your customers? On the one hand, it says that I am
too busy to change a voicemail, so maybe I’m too
busy to meet and service your business needs. Remember,
your message represents you in your absence. make sure everything
messages are timely and reflect a professional image. If he
the customer needs immediate assistance, be sure to indicate who
they can contact, along with a phone number.

Another voicemail mixer is allowing a mailbox to fill up for
capacity so that the box does not accept more messages. Yo
I know people who do this on purpose just to not do it.
receive more calls, which translates in your mind to not
have more work This is very unprofessional and
unacceptable practice. Check your voicemail regularly
throughout the workday. save messages when
necessary. If you expect that you will not be available for a
extended period of time, please indicate when you expect to verify
messages and return calls. If you find your mailbox often
fills up faster than you can keep up, consider having a
operator accepts your calls.

* Lack of preparation

Have you ever had a phone call and said, “I need such and
that’s the number.” You offer the information at the top of your
head only to have the caller interrupt you and say, “Wait
one minute. Let me get something to write with.” Why
People call to ask for specific information and yet are not prepared to
download the information? The caller has now wasted
his time and yours. All phone needs ever
Have three items next to you: a pen, paper, and a mirror. (See
the next item why you need the mirror).

* without mirror

What you see is what the customer receives. holding a mirror
next to your phone allows you to see what your customers are listening to.
A warm smile can be heard over the phone. If a call has
come at a bad time, better to let the caller leave a
message than risk taking out your frustrations on the caller.

* Hang Up Before The Client

When you hang up the phone before the customer does,
runs the risk that the client will hear comments that are not for
your ears. “That Jim is such an idiot. How dare he try to
haggle the price after three months of negotiations! Oh heh
Jim. I didn’t realize you were still on the line.” Oops, how
embarrassing! I have personally heard some very interesting
and embarrassing conversations started before hanging up,
and I can assure you that I took my business elsewhere because
of that

* Noisy hang up

You’ve heard the crackle before: a page is sent through the
public address system and at the end of the message you
hear what sounds like a shot put thrown at the olympic
games. When the phone is disconnected, it sounds as if the
the receiver was thrown halfway across the room. a better and
the quietest solution is to click the hook release or change button
first and then put the earpiece in place.

* Phone tag

A great game of phone tag not only wastes time, but can also be
downright frustrating. Reduce the number of “tags”
and leave a message telling callers specifically when
can be contacted or when you will be out of the office (so that
then don’t call). Believe it or not, some people call
purpose when you’re away – now why would they ever want
To do that?

* talk fast

I’m a former New Yorker and I don’t usually have a problem
understand the fastest speaker. However, I have had
people I’ve never met leave me a message with a phone
number spoken as fast as an auctioneer. Decelerate!
Leave a message assuming the other person doesn’t know
how to spell your name or do you already know your number. IN
the correct message includes your name and number indicated twice
– once at the beginning of the message and again at the same
end. This way, if I can’t understand or want to confirm the
information, I can do it without replaying the message
and again Be sure to speak slowly and clearly. Whose
be shy about spelling out any information for clarity.

* Choose not to invest in a headset

Juggling a pen, paper, and phone while writing on a
keyboard with the phone cradled in the hollow of its rigid
shoulder and neck pain, it’s just not productive. Facilitate your
pain and invest in a quality headset and make life easier.
You will discover that you can locate information, write or just listen
easily. While you’re at it, pick an extra one for your
cell phone too.

* Misuse of the speaker

Using a loudspeaker is helpful when marking, expected
hold and conference calls. There are times, however, when
it is misused and abused. Examples of this are when private
the information is shouted into the speaker box so loud that
everyone within a mile radius can hear or have a
telephone conversation without informing the caller that
others are in the room. Never assume that the caller is not
mind be on speakerphone. Ask permission first. Also,
always let callers know before they utter a word that someone
(if applicable, who) is present in the room with you to give you
fair warning.

Phone errors are overlooked and all too common.
Starting today back to basics. identify and correct
phone mistakes and you will shine as a world class professional
customer service provider.