NFIB

Professional Phone Systems Impress Future Clients
04/ 15/ 2002

The next phone call your company gets could be the only chance you have to make a first impression on a prospective customer. To avoid delays that may irritate customers, use these simple techniques that Jeffrey Moses explains in today's Workshop.

Business calls should be answered by the third or fourth ring. To accomplish this, a busy receptionist may need to put one or more callers on hold. However, being put on hold irritates many people. Being aware of this potential irritation can alleviate many customer-relationship problems.

When putting a caller on hold, the receptionist should never say: "Please hold," and then immediately put the caller on hold. Instead, the receptionist should say something such as: "I'm sorry, I have to put you on hold. Is that convenient or would you rather call back?" Always give the caller the option of holding or calling back.

With the first caller on hold, the second call should be handled, but only if it can be done so briefly, in about 20 to 30 seconds. Never leave callers on hold for more than 40 seconds without checking back with them and asking if they wish to continue holding. You might consider providing music or other entertainment to help keep callers content as they wait.

Before transferring calls, receptionists should first give the caller the complete name and extension number (or actual phone number) of the person to whom the call is being transferred. This allows the caller to reconnect easily if accidentally disconnected.

Finally, make sure that all phones and phone systems are in perfect working order and that receptionists are able to take and transfer calls seamlessly. When customersÆ calls are handled in a professional and timely manner, it assures them that you can be trusted with their business.

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