Answering Your Phone: Is it You or Memorex?
Often our first interaction with our customer is over the phone. If you had to rate that experience from the caller’s perspective – how would you do?
A+ – you answer the phone personally with a warm greeting and a smile on your face
F - they have several confusing options with a menu that goes on forever, none of which pertain to every caller
It is time to try on the shoes of your customer. How do YOU feel when you call a company and are greeted by a machine that says “please listen carefully as our menu options have changed,” and so on?
Is the first thought “Oh no, here we go again.”
For me the worst is the company that thinks it is really HIGH TECH and you are suppose to SPEAK your options. How many times do they get it wrong? My blood pressure begins to rise and I haven’t even started the process of getting my questions answered.
How many times have you said to yourself – I just want a REAL person to talk to?
Imagine how your customers feel?
I recognize that larger companies probably feel that an automated system that often separates the calls according to type and then attempts to provide answers without ever hearing a human is cost saving, but what does it do to the customer relationship?
Get Human is a website that offers a listing of companies and their customer service numbers and the shortcut secrets to help you connect with a real person.
When callers do reach a real person – what is the tone of voice? What do they say? Is their script so memorized that it sounds like a pitch and the words are slurred together so the caller has to say “is this ABC company?”
What policies or procedures do you have in place for telephone answering?
You are absolutely right in the advice you provide. In this age of emails, voice mail and telecommuting, so many customers are simply seeking a human being to discuss their business or concerns with. Companies that provide the one-on-one connection can forge bonds that lead to loyalty. This article (http://www.upyourservice.com/learning-library/customer-service-contact/make-it-person-to-person) further delves into the need for companies to make their client interactions personal. It also offers some insights that dovetail with your advice rather nicely.
Julie-Ann, thanks for the comment and the link to the article. Good stuff. I enjoyed reading the article. I especially like the idea of posting staff pictures to help customers connect. The same is true with your company newsletter- turn the spotlight on different departments so customers can get an inside look at the people who help make your business happen.
Deborah