Answering the phone

When a customer calls a business, it creates an impression.  Many times it's a first impression, and in some cases, could be the last.  For this reason, it is very important that businesses create an effective way to handle customer call-ins.  Very large companies have started using the automated attendants that follow a path (push this, push that) called an algorithm which directs a caller to the person most able to help them with their question or issue.

A small or mid-sized business usually can't afford such a system, but they can develop algorithms for their callers.  In order to do this, they must determine the usual questions or issues that prompt phone calls.  Then they match the people who are most likely to deal with these issues.  Lastly, they develop a script for the operator or person most likely to answer the phone.  This script will help the operator direct the call to the right person the first time.  It will also guarantee that the phone is answered professionally and the same way each time.  It is one way a company can distinguish itself as "a cut above".