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Will You Add? - Answering the Phone: It's Just Good Manners
When people are passionate, inspired and committed in their work they produce great results. If this is not the case then you can be sure that your organisation is underperforming.Passion, inspiration and commitment are a function of people’s mindsets. The usual perception is that a) people either have the right mindset or they don’t; or b) if they aren’t already passionate, inspired and committed in their job, the only practical way to change this is to change their job.If this has been your view of how mindsets work, we have good news: People’s mindsets can change quickly - even in one conversation.How can mindsets change quickly? 1) Mindsets are separate from th
Stop what you’re doing, take a quick breath and smile when you answer the phone, whether you answer an extension or (especially if) you answer incoming calls. Many times we’re concentrating on something else when the phone rings. Focus completely on the call, and give the caller your full attention. Callers can hear the keyboard clicking if we’re typing while we talk, and they can also tell if we’re distracted.
Speak slowly and clearly. You may say, “Good morning, ABC Company, Dana speaking," a hundred times a day, but the person calling is hearing it once. Make su
Logistics software is a computer program which is used to make the process of logistics services more reliable and accurate. Logistics management is a science of planning, organizing, and executing activities for delivering the required goods or services in the right location at the right time. Modern technologies, communication links, and control systems are essential to manage materials, services, and financial goals. Logistics software helps companies or organizations in their overall performances of designing, developing, marketing, and financing.This software ensures a consistency in the management and automation of a variety of activities in the logistics management. This also helps
This week I called a well-known chain store (I’ll call it “Bargain World" for the remainder of this article) to inquire about getting a credit card for my business. This is the gist of the phone conversation that I experienced.
Ring, ring. “ghkasdruasdfmklpdrlkmewemriopsdflkj- Bargain World." (This is the first contact with the company, and I couldn’t even understand anything she said until she said the name of the company. By the way, she sounded disgusted with her job and with me for bothering her.)
Me: “I would like to speak with someone about getting a business credit card."
Music. (Notice she didn’t say “I’ll transfer you," or “Hold a moment please," or anything else. She just abruptly placed me on hold.)
BW: “Customer service."
Me: “I would like to speak with someone about getting a business credit card."
BW: “I’ll transfer you to Lay Away." (What does Lay Away have to do with a credit card? Oh, well...)
BW: “Lay Away."
Me: “I would like to speak with someone about getting a business credit card."
BW: “Who handles credit card applications?" (Spoken to someone else.)
BW: “Hold on."
Music.
BW: “Accounting." (This lady didn’t really know how to help me, but she was friendly, and she gave me another number to call. When I called that number, I got a friendly voice and she told me that the local stores are supposed to keep the business applications in the Customer Service Department – the first place I was transferred to, by the way.)
I called another local branch of Bargain World this time and asked for Customer Service. A friendly male voice answered the Customer Service phone.
Me: “I would like to inquire about a business credit card."
BW: “Sure. Let me see if we have any here." (A few seconds passed while he searched.)
BW: “Yes, we have some here. You can pick one up in the Customer Service Department."
Me: “Could you fax it to me, please?"
BW: “Sure. What’s your fax number?"
I gave him my fax number and asked, “Could I have your name, please?"
BW: “Greg."
Me: “Thank you, Greg. You’ve been very helpful."
Immediately I could hear the smile in his voice: “Thank you. I’m glad I could help."
The kind of customer service that I received with my first call to Bargain World is all too common, I’m very sad to say. However, Greg helped restore some of my faith in dealing with people who answer the phone as part of their job.
When my children were young, I would always tell them when they were going to a friend’s house, “Use your manners – the good ones." I think people who answer the phone should be reminded of this from time to time.
The first contact a customer has with your business or organization should sound friendly and eager to help not tired, bored, or even worse, angry. We can all use a refresher course occasionally. Here are 9 tips to remind us that our voices speak volumes (no pun intended) especially when we aren’t face to face with the customer.
Stop what you’re doing, take a quick breath and smile when you answer the phone, whether you answer an extension or (especially if) you answer incoming calls. Many times we’re concentrating on something else when the phone rings. Focus completely on the call, and give the caller your full attention. Callers can hear the keyboard clicking if we’re typing while we talk, and they can also tell if we’re distracted.
Speak slowly and clearly. You may say, “Good morning, ABC Company, Dana speaking," a hundred times a day, but the person calling is hearing it once. Make su
Happiness is the state of consciousness which proceeds from the achievement of one's values. - Ayn RandHow many people do you know go to work and become someone they do not want to be? Either they are selling a product or service they don’t believe in, reaching for a bottom line that has no meaning for them, or are simply plugging along because it is what they have always done but their work represents nothing of their authentic self.I recently worked with a client who felt like every time she walked in her office she had to become someone else. She even had a name for this “identity” and when we talked about why it was important for her to give this other persona a name, she s
BW: “Customer service."
Me: “I would like to speak with someone about getting a business credit card."
BW: “I’ll transfer you to Lay Away." (What does Lay Away have to do with a credit card? Oh, well...)
BW: “Lay Away."
Me: “I would like to speak with someone about getting a business credit card."
BW: “Who handles credit card applications?" (Spoken to someone else.)
BW: “Hold on."
Music.
BW: “Accounting." (This lady didn’t really know how to help me, but she was friendly, and she gave me another number to call. When I called that number, I got a friendly voice and she told me that the local stores are supposed to keep the business applications in the Customer Service Department – the first place I was transferred to, by the way.)
I called another local branch of Bargain World this time and asked for Customer Service. A friendly male voice answered the Customer Service phone.
Me: “I would like to inquire about a business credit card."
BW: “Sure. Let me see if we have any here." (A few seconds passed while he searched.)
BW: “Yes, we have some here. You can pick one up in the Customer Service Department."
Me: “Could you fax it to me, please?"
BW: “Sure. What’s your fax number?"
I gave him my fax number and asked, “Could I have your name, please?"
BW: “Greg."
Me: “Thank you, Greg. You’ve been very helpful."
Immediately I could hear the smile in his voice: “Thank you. I’m glad I could help."
The kind of customer service that I received with my first call to Bargain World is all too common, I’m very sad to say. However, Greg helped restore some of my faith in dealing with people who answer the phone as part of their job.
When my children were young, I would always tell them when they were going to a friend’s house, “Use your manners – the good ones." I think people who answer the phone should be reminded of this from time to time.
The first contact a customer has with your business or organization should sound friendly and eager to help not tired, bored, or even worse, angry. We can all use a refresher course occasionally. Here are 9 tips to remind us that our voices speak volumes (no pun intended) especially when we aren’t face to face with the customer.
Stop what you’re doing, take a quick breath and smile when you answer the phone, whether you answer an extension or (especially if) you answer incoming calls. Many times we’re concentrating on something else when the phone rings. Focus completely on the call, and give the caller your full attention. Callers can hear the keyboard clicking if we’re typing while we talk, and they can also tell if we’re distracted.
Speak slowly and clearly. You may say, “Good morning, ABC Company, Dana speaking," a hundred times a day, but the person calling is hearing it once. Make su
The logo design of a company is a crucial part of its brand building process. A logo can be termed as a visual representation of a company’s business domain that gradually becomes its identity with the course of time. It is this identity that helps the outer world to connect with the product and services of the company. An attractive company logo not only translates into brisk business but also attracts outside investments into the company. It takes years to build a strong brand logo, but what if you need to change the design of your logo to meet your future business objectives?The fact is that most companies either big or small may go through a re-branding phase that more often involves a co
I called another local branch of Bargain World this time and asked for Customer Service. A friendly male voice answered the Customer Service phone.
Me: “I would like to inquire about a business credit card."
BW: “Sure. Let me see if we have any here." (A few seconds passed while he searched.)
BW: “Yes, we have some here. You can pick one up in the Customer Service Department."
Me: “Could you fax it to me, please?"
BW: “Sure. What’s your fax number?"
I gave him my fax number and asked, “Could I have your name, please?"
BW: “Greg."
Me: “Thank you, Greg. You’ve been very helpful."
Immediately I could hear the smile in his voice: “Thank you. I’m glad I could help."
The kind of customer service that I received with my first call to Bargain World is all too common, I’m very sad to say. However, Greg helped restore some of my faith in dealing with people who answer the phone as part of their job.
When my children were young, I would always tell them when they were going to a friend’s house, “Use your manners – the good ones." I think people who answer the phone should be reminded of this from time to time.
The first contact a customer has with your business or organization should sound friendly and eager to help not tired, bored, or even worse, angry. We can all use a refresher course occasionally. Here are 9 tips to remind us that our voices speak volumes (no pun intended) especially when we aren’t face to face with the customer.
Stop what you’re doing, take a quick breath and smile when you answer the phone, whether you answer an extension or (especially if) you answer incoming calls. Many times we’re concentrating on something else when the phone rings. Focus completely on the call, and give the caller your full attention. Callers can hear the keyboard clicking if we’re typing while we talk, and they can also tell if we’re distracted.
Speak slowly and clearly. You may say, “Good morning, ABC Company, Dana speaking," a hundred times a day, but the person calling is hearing it once. Make su
Niche Marketing reveals specific products to an identifiable group of people. However, the value comes when a niche recognizes your specific brand. When your Brand is recognized by a specific niche, you don’t have to waste money promoting to that market. They pre-market your product with searches to find “it”.Once they begin searching for your product, the marketing phase is over - NOT.That’s simply when you begin to target your niche with up sales promoting additional products. Importing product lines for a specific niche can include broadening your selection or simply widening the purchasing range.Recently, I visited a site targeting paralegal secretaries. This highly speciali
Immediately I could hear the smile in his voice: “Thank you. I’m glad I could help."
The kind of customer service that I received with my first call to Bargain World is all too common, I’m very sad to say. However, Greg helped restore some of my faith in dealing with people who answer the phone as part of their job.
When my children were young, I would always tell them when they were going to a friend’s house, “Use your manners – the good ones." I think people who answer the phone should be reminded of this from time to time.
The first contact a customer has with your business or organization should sound friendly and eager to help not tired, bored, or even worse, angry. We can all use a refresher course occasionally. Here are 9 tips to remind us that our voices speak volumes (no pun intended) especially when we aren’t face to face with the customer.
Stop what you’re doing, take a quick breath and smile when you answer the phone, whether you answer an extension or (especially if) you answer incoming calls. Many times we’re concentrating on something else when the phone rings. Focus completely on the call, and give the caller your full attention. Callers can hear the keyboard clicking if we’re typing while we talk, and they can also tell if we’re distracted.
Speak slowly and clearly. You may say, “Good morning, ABC Company, Dana speaking," a hundred times a day, but the person calling is hearing it once. Make su
The demand for Six Sigma professionals has increased in recent times with many organizations becoming aware of the benefits that can be derived from implementing Six Sigma methodologies. The advancements made in Six Sigma have resulted in the development of new concepts that are applicable to services as well as governmental organizations, creating the need for Six Sigma professionals in such organizations. In addition to large organizations, a large number of small organizations have also started undertaking Six Sigma projects. These organizations hire Six Sigma professionals as consultants or permanent employees.Training vs. RecruitmentSix Sigma jobs are available in numerous industr
Stop what you’re doing, take a quick breath and smile when you answer the phone, whether you answer an extension or (especially if) you answer incoming calls. Many times we’re concentrating on something else when the phone rings. Focus completely on the call, and give the caller your full attention. Callers can hear the keyboard clicking if we’re typing while we talk, and they can also tell if we’re distracted.
Speak slowly and clearly. You may say, “Good morning, ABC Company, Dana speaking," a hundred times a day, but the person calling is hearing it once. Make sure they understand what you’re saying.
Include a greeting, such as “Good morning," before you say the name of your organization, business, or department. It just sounds friendlier, plus many times callers use speaker phone when placing calls. When you include a greeting it allows the caller time to hear the complete name of your organization or department if they’re picking up the receiver while you’re answering their call.
Say your name. You’re probably going to be asking for the caller’s name, Saying your name first is friendly and just plain good manners.
Ask permission before placing a caller on hold. Hitting the hold button or transferring a call without a buffer is rude. Say, "Can you hold, please?" Wait for their answer, then say, "Thank you." Never use the phrase, “I’ll have to..." It sounds like helping them is a chore. Instead say, “I’ll be glad to..."
Never use the phrase, “You’ll have to..." or “You need to..." Callers don’t like being told what they “have to" or “need to" do. If you need the caller to take action, such as calling another number, find a pleasant way to say it. Try, “Joe can be reached on his cell phone today. Would you like that number?"
When taking a message, say, “Would you like to leave a message?" instead of “Can I take a message?" For one thing, your English teacher taught you that you “can" do anything if you’re able. Secondly, asking if the caller would like to leave a message leaves the ball in their court. They may prefer not to leave a message.
Use the caller’s name once or twice during the conversation. It sounds like you really care, and it makes the caller feel special. They say a person’s favorite thing to hear is the sound of their own name.
Answering the phone in a friendly manner and with a helpful attitude isn’t rocket science, but it is good manners. Remember, when you answer the phone to mind your manners – the good ones.
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