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".

Where to start

Customer service is determined by the very first point of contact (or lack thereof).  Every time a customer walks in, calls, e-mails, or somehow comes in contact with your business, customer service begins.  That is why it is critical that every business develop a protocol on how to deal with EVERY contact from a customer or potential customer.  For example, the Greater New Jersey Conference of the United Methodist Church provides a "contact us" link on their website for a parishioner to contact the bishop.  I sent a message, using this link, last July and have not yet received any acknowledgment.  What do you think that does to my opinion of the Bishop of local United Methodist Church?

An organization that is truly interested in providing good customer service makes sure that every contact is acknowledged immediately.  The phone does not ring more than 4 times without being interested, a customer walking in the store is greeted with a hello immediately, someone e-mailing your business could even receive an automated response acknowledging receipt of the e-mail and promising a reply in 24-48 hours.  All of this let's your customer know that their business is important and you want to keep it.  Anything less is an opportunity to let your customer go to another business that appreciates them more.