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5 Telephone Tips to Improve Customer Service

By JP Maroney | August 8, 2006

BY JP MARONEY

Imagine what a day would be like and how few people
you could deal with if there were no phones.

     Perhaps you like that idea?

Nevertheless, telephones have made it possible to
stay in one place and do business in different cities,
states, and even countries. They also have made us
more accessible to others.

We are rarely out of touch… especially now that
cellular phones go with us everywhere.

Today, even with the growth of email and internet
technology, the telephone is still a very relevant and
highly vital tool in business today. In fact, it is in
many ways more powerful than ever.

Here are 5 telephone tips for answering the call:

First, when you answer the telephone, identify
yourself and your company, and offer to help. Some
companies find it useful to create a script and
instructions for answering the telephone. This
provides uniformity for the organization, and
familiarity for callers.

Second, speak clearly so the caller can easily
understand you.

Third, project a positive image with your voice and
attitude. To help you accomplish this, smile when you
answer the phone and while you’re assisting the caller.

Even though the caller can’t see you, they will be
able to “hear” your smile. Some people even keep a
mirror near their telephone to remind them to smile
while on the telephone.

Third, if you have to put someone on hold, first ask
their permission, and then honor their response.

Fourth, if the caller is trying to reach someone who
is either out of the office or busy with another
client, do what you can to help them. At minimum
capture as much information as possible so that your
team member can effectively return the call and
satisfy the caller’s needs.

Finally, block out distractions that might prevent
you from giving total attention to the caller. These
potential distractions can include co-workers,
customers who are talking nearby, or the arrival of
new email.

It’s important to remember that when you’re on the
telephone, the caller on the other end of the line is
the most important person at that very moment, and
they should be treated with utmost respect and
attention.

If you’re truly interested in improving customer
service at your business — especially in the area of
telephone skills — then you should get a copy of,
“Service By Phone,” the complete learning system from
my People Builders series.

This program teaches you and your staff:

* How to answer the telephone effectively and
    efficiently
* How to put people one hold
* How to take a message
* How to leave effective voice mail messages that
    produce results
* How to deal with angry callers
* How to “Serve By Selling”
* How to safely use your cell phone
* How to reduce neck and shoulder strain while using
    the telephone
* And much, much more

It’s available in two formats…

1) Video DVD for group staff training
2) Audio CD for personal learning

The video program includes everything you need to
conduct a 45 to 60 minute employee development session
on this topic.

It’s a complete, turnkey system that includes:

* Professionally produced 20-min video
* Leader’s guide with facilitation instructions
* Master copies of employee handouts (for unlimited
    reproduction)
* Employee feedback forms
* 3 motivational posters to reinforce topic
* Topic-specific newsletter

Claim your copy of the video system here:
http://www.goldbar.net/sc/ap.php?m=7982&i=1244

Claim your copy of the audio system here:
http://www.goldbar.net/sc/ap.php?m=7982&i=1245

If you have any questions or need more details,
call 1-800-304-5758.

###

JP Maroney a.k.a. “The Pitbull of Business” is a business growth strategist, best-selling author and award-winning speaker. Receive his FREE book, “5 Ways to Double or Triple Your Business” by visiting www.JPMaroney.com

——————————

Interested in publishing this article in your magazine, newsletter, blog, website or article directory? Send an email to info at jpmaroney dot com or call 1-800-304-5758.

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JP Maroney aka "Mr. Monetizer" is a business growth strategist, author & speaker famous for his uncanny ability to help business owners remove limitations to their revenue growth and build multi-million dollar businesses. JP’s clients call him “the man with the Million-Dollar Midas Touch” … and Entrepreneur Magazine calls his methods “wildly generous.”

Topics: Business Growth, Employee Development, Personal Development |

One Response to “5 Telephone Tips to Improve Customer Service”

  1. Eric Graham Says:
    September 15th, 2006 at 11:29 pm

    JP,

    Great article. I’m going to print out a few copies to give to all of my customer service reps at each of my companies.

    I’ll also let my managers know about your DVD and CD sets.

    Keep up the good work.

    Eric Graham

    PS - You actually have 6 tips in this article. (There are 2 #3’s…

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