A Word about Phone Manners
Customers are sensitive. It is unlikely that people will spend money with a company that treats them badly especially in this tough economic market. With courtesy in mind, make certain you:
- Have the right equipment you need to handle the call load. People hate being left on hold (for more than two minutes) or forced to listen to an endlessly ringing phone.
- Use a clear, prepared script that includes a proper greeting.
- Return calls promptly and helpfully.
- Use technology (multiple lines, for instance) to help field incoming calls politely.
- Train for phone manners. A professional voice should not sound rude, abrupt or condescending.
- Keep phone etiquette at the forefront of staff thinking, stressing it often and routinely.