When organizations bring me in to do presentations on customer service, one of the easiest areas for improvement may be how they answer their phones. For example, a typical phone greeting could be, "Good morning, this is ABC org, Susan speaking. How may I help you?" Sounds good in theory, but in reality there are 4 negatives: 1. It's too long, so employees rush through with a monotone. 2. Employees confuse times and mistakenly say, good afternoon. 3. Finishing with 'how can I help you' rushes customers to get to the point - instead of introducing themselves. 4. The caller misses the employee's name because it's skimmed over early in the sentence. A more effective greeting is simply, "Thank you for calling ABC org, this is Susan." It's short, friendly, and helps customers remember your name while encouraging them to offer theirs.
Today's Chuckle:
It is not your position that makes you happy or unhappy, it's your disposition.
Like to forward or reprint this tip?
We have some options to make this easier for you. Click here for a printer-friendly CDrom with all Jeff's tips. Click here for Jeff's book with 101 top tips. If you'd like to cut and paste any of our tips or articles from our website, you are welcome to do so providing you include the following bio and contact information after each tip or article.
Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
Click here for Jeff's Latest Tip
and to Subscribe for FREE updates
Copyright© 1992-2010 JC Mowatt Seminars Inc. All rights reserved.
