Capturing Your Callers

Words, words, words. . . choose the right words . . . and yet there is so much more than just words when it comes to answering the phone. Let's quickly go over the basics.

Thank you to all those who participated in our survey. The surprise 50% discount on all initial services code was sent to each one of you. We will continue to run surveys for collecting information as we go forward (although the prizes will not always be the same). If you didn't participate this time, look for our next survey!

Be PROMPT

Answer incoming calls by the third ring. Answer messages within one day. Create a reputation for promptly returning your calls! You'll impress your clients and gain additional business!

Be POSITIVE

Smiling adds zest to your voice. Your caller will "hear" your mood, and your warm and enthusiastic words complete this impressive introduction. If they get a recording, the same suggestions are true - upbeat and professional will leave them with a great impression.

Be ARTICULATE

Welcome your caller ("Good Morning!"), identify yourself and your business, and ask how you can help. Speak slowly and clearly, and leave out slang. This also means taking messages completely and accurately, and asking questions such as spelling of names to be sure. Then make sure the message gets to the right person.

Be HELPFUL

None of us have all the answers, nor are we "up" all the time, but we can stay on the positive track with our attitude when talking with customers. Have a pad and pencil ready. Ask clarifying questions. Repeat the caller's name during the conversation; people love it when they know they are being heard. It's much better to say "Let me find out about that for you" than "I don't know" - and then follow through.

Be CONSISTENT

Make each of these points good habits, and train everyone (even family members if you work from home) to answer and follow up in the same way.