WHEN THE PHONE RINGS: Telephone Skills for Better Service
Great telephone service doesn't have to be a thing of the past. Even with the advent of email and the Internet, customers still want to be able to call sometimes and reach a live person. And how that call is handled still makes a huge difference to the success of your organization.
When the phone rings, your employees have only a few seconds to set a tone. To communicate that your company listens to customers and gives them what they need every single time they call. Those who answer the phones are speaking for everyone in the company. Make sure they have training.
Teach the ABC's of telephone courtesy: Customer service etiquette; Taking an accurate message; Handling transfers and multiple lines; Voice mail and leaving a message; and, Problem calls.
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