Business
54
Business
54
1
How long does it take you
to answer the phone?
After two rings, callers are wondering what's
going on. You should answer your phone
by the second ring, or your voice-mail
system should pick up by the fourth ring.
2
Do you answer your phone
with either of the following?
a) "ABC Florist."
b)"Good afternoon. ABC Florist.
This is John. How may I help you?"
Both of these greetings have fl aws.
"A" is too abrupt and doesn't provide
enough information. "B" is too wordy and
encourages callers to get to the point rather
than identifying themselves. (Plus, it forces
you to check the clock to see if it's morning
or afternoon!) A better greeting is, "Thank
you for calling ABC Florist. This is John."
3
Have you ever said
"Please hold" to a caller?
Never put a caller on hold without asking
for his or her permission ("Mrs. Jones, may
TEST YOUR TELEPHONE EFFECTIVENESS
If your customers aren't impressed by you or your co-workers on the telephone, they can switch businesses
by merely hanging-up and dialing one of your many competitors. So, your and your employees'
telephone skills can have a signifi cant impact on your business.
TIPS FROM
CUSTOMER-SERVICE
GURU,
JEFF MOWATT, CSP
(jeffmowatt.com)
I put you on hold?") and then waiting for a
response. Putting customers on hold without
their consent is rude and a sure-fi re formula
to lose customers.
4
How long does it take a caller
on hold to become annoyed?
Studies show that after only 17 seconds,
callers on hold become annoyed (today,
some become annoyed much sooner!).
The exception is when the fl orist explains
to the caller why he or she is being asked to
hold and provides the estimated time required
("Mrs. Jones, may I put you on hold for about
30 seconds while I check our inventory of
white roses?"). Knowing beforehand how
long a caller can expect to wait reduces
the chance of annoyance. Another option
is to offer the caller the option of either
holding or having her call returned within
a brief, specifi c time period (Mrs. Jones,
may I put you on hold for 30 seconds
while I fi nd out when Mary will available,
or would you prefer to have Mary call you
back within 10 minutes?").
November | 2021
