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Casual Articles - One HUGE Secret To Customer Satisfaction: Unplug the Phone Answering System
With new features of Netsuite, it is now possible to integrate your DeskTop PC Phone solution with netsuite, contacts, customers, leads and other records. This new change enables companies, including my own, to leverage cheaper calling features of VOIP whilst not having to move away from a customer or contact screen, effectively allowing me to see all my customers 360' information w
Gee, I don’t want to leave
We’ve all done it - played that movie over and over in our minds of our confident entry into the boss’ office and asking for - no, demanding – that elusive pay raise. However deserved, however, reality often plays out far differently, with many relegating themselves to their boss’ budgetary discretion.Yes, asking for a raise can be tricky as there are so many factors that co
That said, I urge my clients not to use technology to the detriment of human contact and customer service. The telephone is one key area where I believe this is taking place.
The automatic telephone answering system is an abomination that should be outlawed tomorrow.
I have occasion to place phone calls to attorneys' offices around 25 times a week. Here are circumstances I run into regularly (and lest you think I’m exaggerating, let me tell you that these are much more the rule than the exception). Let’s assume I am a prospective client.
An automated voice answers and tells me that this is the Smith Law Firm, and if I know my party’s extension, I should enter it now. If I don’t know it, I should consult the directory. I push the number for the directory and am urged to enter the first three letters of the person's name. First or last name? What if I don’t know who I want? I am informed by the disembodied voice that I can hold the line (or press zero), and someone will help me. So I hold the line, and the next thing I hear is “You have reached Amy, the receptionist. I’m away from desk right now so please leave a message.”
Gee, I don’t want to leave
Employment may be the prime interpretation of human personality, social status and other public images; this is one of the reasons why human always struggle to attain the most decent job possible to secure such the foregoing public image. However, for the path to this end, this article is designed to respond to this current and urgent need.One of the questions frequently aske
That said, I urge my clients not to use technology to the detriment of human contact and customer service. The telephone is one key area where I believe this is taking place.
The automatic telephone answering system is an abomination that should be outlawed tomorrow.
I have occasion to place phone calls to attorneys' offices around 25 times a week. Here are circumstances I run into regularly (and lest you think I’m exaggerating, let me tell you that these are much more the rule than the exception). Let’s assume I am a prospective client.
An automated voice answers and tells me that this is the Smith Law Firm, and if I know my party’s extension, I should enter it now. If I don’t know it, I should consult the directory. I push the number for the directory and am urged to enter the first three letters of the person's name. First or last name? What if I don’t know who I want? I am informed by the disembodied voice that I can hold the line (or press zero), and someone will help me. So I hold the line, and the next thing I hear is “You have reached Amy, the receptionist. I’m away from desk right now so please leave a message.”
Gee, I don’t want to leave
You’ve had many years of training in your craft as a performer, singer, actor etc. but if you still feel haunted by the ravages of Performance Anxiety your career may be in serious jeopardy.Performance Anxiety, that familiar nemesis to all performers is often experienced as some or all the following physical experiences: anxiety, tremor, loss of focus, poor concentration, te
I have occasion to place phone calls to attorneys' offices around 25 times a week. Here are circumstances I run into regularly (and lest you think I’m exaggerating, let me tell you that these are much more the rule than the exception). Let’s assume I am a prospective client.
An automated voice answers and tells me that this is the Smith Law Firm, and if I know my party’s extension, I should enter it now. If I don’t know it, I should consult the directory. I push the number for the directory and am urged to enter the first three letters of the person's name. First or last name? What if I don’t know who I want? I am informed by the disembodied voice that I can hold the line (or press zero), and someone will help me. So I hold the line, and the next thing I hear is “You have reached Amy, the receptionist. I’m away from desk right now so please leave a message.”
Gee, I don’t want to leave
If you own a mobile washing company or auto detailing company you might wish to consider the cleaning of used car lots. But not just any used car lots, the best ones we have found have been those which are owned in-house by auto rental companies. For a number of reasons; little competition, they pay on time, and they have lots of work.I have found that our competition that
Gee, I don’t want to leave
Document scanning is not new technology and has been around now for many years. We have seen document scanning become mainstream in the last few years with advent of multifunction machines that print, copy and scan. Walk into any office supply store and you we will see an isle full of fax machines that scan, as well as print. There is off the shelf scanning software that will not on
Gee, I don’t want to leave a message for Amy, so I hang up and call back. This time I consult the directory and punch the number for the attorney. He or she never answers. I leave a voice mail.
I’m exhausted and frustrated and I’ve made two long distance telephone calls. (By the way, what is the number one complaint against attorneys nationwide? Not returning phone calls.)
You are in the relationship business. It is not possible to have a relationship with a disembodied voice in an automated system. Your clients hate it. Your prospective clients hate it. Everyone hates it. If you set out to deliberately annoy and offend everyone who contacts your office, you could not do a better job!
Did you know that research shows that what happens in the first 30 seconds influences client satisfaction more than every minute of customer service that follows?
Hire yourself a receptionist who loves people and has a warm and friendly phone personality. Call her (or him) the “Director of First Impressions.” I promise you will make more in additional fees and new clients than the cost of his or her annual salary.
And remember, this all comes down from the top. If you give everyone in your office the impression that the
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