http://exemplarlaw.ehclients.com/index.php/author/steven_monticone/ en emelia@exemplarcompanies.com Copyright 2011 2011-12-16T19:03:20+00:00 http://www.exemplarcompanies.com/site/please_tell_me-where_are_the_basics_come_on-_just_5_common_sense_rules/ http://www.exemplarcompanies.com/site/please_tell_me-where_are_the_basics_come_on-_just_5_common_sense_rules/#When:03:22:48Z Your telephone etiquette says volumes about your company, and the care it takes with its customers.  The caller draws distinct impressions with regard to what kind of organization they are working with, their operations, their professionalism, and the quality of the staff.  Many times, it is the first impression a customer gets that helps pave the way to a successful relationship.  That being said-Your telephone etiquette says volumes about your company, and the care it takes with its customers.  The caller draws distinct impressions with regard to what kind of organization they are working with, their operations, their professionalism, and the quality of the staff.  Many times, it is the first impression a customer gets that helps pave the way to a successful relationship.  That being said-  I can’t tell you how many times I have placed a business telephone call only to be answered by the person on the other end with the grace of a gorilla in heat.  A recent call placed to an organization in the Midwest drove home the message of how good (or not so good) the first impression can be.  It went like this: Trying to talk to a human being was easy enough.  From there it all went downhill.  First the individual answered the phone and very quickly stated their opening greeting.  I could not understand the person, because besides talking very fast, they were talking as if they had marbles in their mouth. I also had to ask the individual to repeat their name.    Since my initial interactions were at best below par, and certainly well below the quality I would want my own company to be presenting, I have drafted the following telephone etiquette rules that customer service individuals should keep in mind—- rules which must be implemented to ensure that a quality impression is being placed in the minds of every customer who calls your company looking for assistance.  Etiquette Rule #1- Make sure you speak clearly and identify your organization and yourself.  Understand how you are coming across to the individual on the other end of the telephone.  Always use a pleasant and friendly tone. “Hi, you have reached ABC customer service, this is John H. speaking. How can I help you”?  During my phone call, and as I began to speak about what the issue was that I was calling about, I was interrupted by the representative, indicating “Sir I cannot help you unless you give me a case number”. Now understand it was not a polite interruption but rather a brash “take that” type remark!  Telephone Etiquette Rule #2- Do not interrupt the person while he/she is talking to you. For example, a simple, “I can help you, do you have a case number that I can reference” will convey a real “can-do” attitude and professionalism.  During my call, after I provided the case number, I stated the reason why I was calling, and gave details of the issue.  The representative then told me: “Hold on you will need to speak with a supervisor” and I was put on hold.  “Hello?”  (Silence) … Nice.  Etiquette Rule #3- Before placing a caller on hold let them know the reason why, and ask the caller if it is ok. For instance, “I will need to have you speak to a supervisor, may I place you on hold and have one assist you?” would suffice.  Let’s continue- Now I hear ringing, and then get the automated recording that all lines are busy.  You know the drill.  After a while, a representative answers, and I begin all over again.  After a few questions, the representative says “We will have to check further into this and someone will call you back.”  I do not get a good feeling about how my issue is going to get resolved.  Did you get the key word “someone”?—- I get transferred to a supervisor, they listen to the issue, and now “someone” will have to call me back.  I had to ask several questions as to what was happening with the issue and why they needed to call me back.  More questions, and finally, I think I understand.  Etiquette Rule #4 – When further research is needed, the customer service representative should nicely explain why it will take more time, and reassure the caller feel that the problem is owned, and things are in control. For example, a possible response might be: “I am going to need to check with our accounts payable area to see how they wish to process this. May I have a telephone number that you can be reached at?”  Finally, after speaking with a supervisor and finding that I should hear something back from “someone” within 24 hours, I said “Thank you”.  The supervisor say’s “You’re welcome”, and immediately hangs up the line.   Etiquette Rule #5- When hanging up and completing a call, make sure the caller hangs up first, and make sure you send them off with an understanding that they will actually be called back.  Make the caller feel like their issue is going to receive its necessary attention. For instance, the representative might say, “I will make sure this is followed up with, and you will receive a call back in 24 hours.  If you have any other concerns please feel free to call me”.  So now ask yourself this question?  What do you think my impression of how this company is and its management?  What is your impression?  Simple telephone rules.  They say so much about an organization, its customer care, and how professional they are.  They seem so basic and yet many times are not followed. I know there are more rules, but let’s start with the basics first! (Please)  Steve Monticone General 2010-03-14T03:22:48+00:00 http://www.exemplarcompanies.com/site/operations_and_customers/ http://www.exemplarcompanies.com/site/operations_and_customers/#When:02:07:19Z Organizations have many missions.  Among them is a paramount focus on pleasing the customer.  They measure satisfaction with surveys, pride themselves that they have great communication with customers and even ask for testimonials to show how happy their customers really are.  But, I think that for some operations folks (you know the ones that get involved in the nuts and bolts to help make organizations run), the customer can sometimes seem once removed and sometimes even more distant.  They may feel left out.  However nothing could be farther from the truth. Organizations have many missions.  Among them is a paramount focus on pleasing the customer.  They measure satisfaction with surveys, pride themselves that they have great communication with customers and even ask for testimonials to show how happy their customers really are.  But, I think that for some operations folks (you know the ones that get involved in the nuts and bolts to help make organizations run), the customer can sometimes seem once removed and sometimes even more distant.  They may feel left out.  However nothing could be farther from the truth.  Look at it this way.  For operations staff, your customer “is” your colleague, like the H.R. manager, or the admin down the hall and all of the individuals in your organization who need support each day. The service you provide contributes significantly to a successful organization.  It helps build confidence in the organization and promotes a “can-do” attitude.  The servicing of the “Internal customer” is just as important as the external ones because it extends itself outside the organization.  It helps make organizations run smoothly and contributes to revenue.  The rules for servicing internal customers should be no different than our external ones.  Treat everyone with respect, listen to the issue, ask questions that help bring clarity to a situation, get the right people involved, and always - always communicate the status of what action is being taken. You then need to follow up to insure the action taken, achieved the desired results. The care by which you show your internal customer how important you view them will help build a better organization and set the example for treatment of your external customers.  I’m always happy to say to my colleague’s “You’re my internal customer”. It tells them how important they are.  Let your professionalism shine through. Your customers - all of them, will be very pleased. General 2010-01-15T02:07:19+00:00