Use Your Phone
Put it to work for you

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Make Your Phone Work For You
Nothing is more frustrating to a customer than getting put through to the wrong person, and then being transferred to the person who should have handled the call in the first place. It smacks of incompetence and disorganization, and that's a bad reflection on your business.

There is an easy way around that particular pitfall. Train your receptionist, and those personnel designated to answer the phones, how to do so correctly.

This goes beyond teaching them proper phone etiquette. It means instructing them in the work flow of your business. This gives them a good general understanding of the business and staff responsibilities. That way, when a call comes in, they know who sells what, who deals with which vendors, who oversees what services, etc.and who to transfer the call to.

You should also train your receptionist and phone personnel to ask probing questions. Sometimes your customer will not know exactly what or who they are seeking. By asking the right questions, your receptionist can steer the caller to the right staff member and leave the caller with the impression that your company treats every call as important.

Proper training is just as important for accommodating walk-in traffic. The same skills and knowledge are required. And the same results are achieved if your front desk is prepared and provides knowledgeable and prompt service. Which is a good reflection on your entire business.