Going the Extra Mile

Throw in something extra; it can go a long way to securing long term customers.

The something extra doesn't mean you have to give anything away for free. It could be a smile, a handwritten note thanking your client or even a tip on how to avoid a problem you are solving. Going the extra mile or giving the extra little bit to exceed expectations is a great way to improve customer service and customers love it!

Stay tuned for more customer service tips from Intercon Messaging!

Taking a Page From the Boy Scouts

Always be prepared before you answer the phone.

When you answer the phone, adopting the Boy Scouts motto of "Always be prepared" is a great idea. Whether you document the callers information with a pen and paper or in computer software, taking detailed notes is important! Having the right tool(s) available for you to take down detailed notes can avoid confusion, missed information or even avoid the message being lost!

Stay tuned for more telephone answering tips from Intercon Messaging!

Customer Service Tip: Speakerphone Etiquette

Don’t place callers on speakerphone without their permission.

Speakerphones provide a convenient and practical way to communicate with several people at once or being able to talk hands-free. Unfortunately, the misuse and abuse of speakerphones have given them a bad name. Getting the green light before placing a caller on speakerphone prevents the other party from thinking you are rude, unprofessional, or creating a scenario where something inappropriate or confidential is overhead by someone else.

Stay tuned for more customer service tips from Intercon Messaging!

Phone Communication Tip

Speak Clearly and Enunciate

Understanding what someone is saying on the phone fosters a productive conversation and helps to prevent a conversation filled with tension.

Whenever you are on the phone, speak clearly, enunciate and use simple words and phrases. Don't employ overly complex vocabulary; the last thing you want to do is confuse the customer on the line or make them feel inferior.  

Failure to speak clearly and enunciate can cause people to often ask you to repeat yourself which can be frustrating for callers. 

A quick Google search can provide many solutions on how to speak clearly and enunciate. Two example articles are "How to Stop Mumbling & Be Heard" and "50 Tips for Better Voice Quality and Habits".

Telephone Answering Tip

Have a real person answer your phone – not a machine.

When your clients need something, they want to talk to a person, not a machine. A machine can be appropriate in some circumstances, can direct calls to the proper places and take messages, but an actual person answering the phone can do so much more! Having a live virtual receptionist is more personable, can provide quick responses and lets your clients know that they matter. 

Stay tuned for more telephone answering tips from Intercon Messaging!