July 8, 2009
3 Key Steps Every Small Business Should Follow to Create a Positive Telephone Experience.
By Victor Mataraso, M.B.A.
Good customer service is not rocket science. Most of us know it when we experience it. However, as small business owners, many of us overlook these fundamental strategies in our own business, often to our detriment. Here are a few simple ways you can inspire confidence in your callers when they contact your small business.
1) A live, professional greeting.
For all the time, money and effort you spend getting prospective customers to call your business, it only makes sense to answer the phone when they call. The statistics on this are clear. Some 75% of first-time callers to a business will hang-up without leaving a message if greeted by a voicemail or automated attendant. If you are not personally available to answer your calls during business hours, hire a receptionist or outsource your telephone answering to a remote location. Read more