In my line of business, I would use the phone more than most, and, I have to say, that businesses have a lot to learn about making this tool work FOR them, NOT AGAINST them.
How often have you called a business, and you do this not for a social chat- you might actually want to engage their services or buy their product, but you are met with one of the following frustrating scenarios
• The phone just rings, and rings, and rings, and rings- finally someone answers (if you’re lucky) with a garbled greeting, said in a tone that makes you cringe
• The phone diverts to a voice mail message bank which does not confirm the ID of the company or the person who should have answered the phone.
• The phone is answered by a “robotic” answering device directing you to Press this number and then Press that number etc and finally in desperation, because none of their options fit your need, you Press any number at all in the hope of finding a human being.
• The phone is answered by “someone” who just happened to be near to the phone but really didn’t know much about who did what and when and really doesn’t care because “it is not their area”
• The phone is answered by a receptionist, you ask for a person and before you know it, you are being greeted by that person’s voice mail- without being given the courtesy of being told that they are not available!!!!!!!!
WOW!!!!! And they are only a few of the possibilities that might be happening within your business- Do you know how your phone is answered, in what manner and, are most, if not all, of your staff enabled to assist with any caller’s need?
A lot of the problems stem from the fact, simple as it may sound, that a lot of staff are not confident in their ability to deal with the questions that they might face, or the possibility that there might be an unhappy customer on the other end.
The first of these issues can be solved by ensuring that all staff has a thorough knowledge of your product or service – not just their area of responsibility, knowledge gives confidence and development – you would be surprised at the changes in personnel by being armed with knowledge. The second issue is not an easy one, because no one likes conflict and, if you are a loyal employee, you tend to take criticism of the company personally, but, again, being given training and a set of procedures to follow will provide your team with the professionalism that your customers respect and expect.
What potential clients really love to hear when they take the trouble to call a business is a cheerful greeting (no matter how you really feel), with the company’s name clearly stated (not rushed) and when asked to be put through to a person, please consider the caller- if you know that the person is not available, tell the caller and don’t just put them through to the voice mail – this consideration really leaves a lasting impression on your callers- one that can impact on their decision to do business with you.
The phone can be a powerful tool when used professionally!!
Canberra Small Business Blog 
Blogger, Great points…
I like to setup a first name basis conversation, which usually puts both the caller and myself at ease.
Obviously getting somebody’s name wrong is REALLY bad, so to minimise the risks I make sure I put the name of the caller on a pad (or in an email draft) as soon as the name’s provided.
The best indirect way I have found to get the name of a caller is to introduce the company and myself during the call pickup (For Example: “Welcome to Eldridge Data Systems, my name is Anthony”). I find most people automatically say, Hi Anthony my name is …
I am keen hear about other peoples little tricks of the trade 🙂
Cheers
AE
Hi Anthony
We think alike..yours is a most natural and relaxing greeting, encouraging the caller to reciprocate.
Recently I was greatly impressed by a receptionist who was clearly a valuable assest to her company. Upon being advised that the person with whom I wished to speak was not available, I was given the option of leaving a message on their voice mail or calling back during a particular time range at which time I stood a much better chance of speaking with them. This receptionist has clearly thought through the difficulties callers faced in reaching busy personnel and had taken steps to “make it easier to do business with her company”. You remember them for this!
A nice change!
You know in the days when I was a sales person, some of the nicest people I met were PAs answering the phone. It’s such a pleasure meeting someone who knows how to give good service via the phone.
The other great benefit is that business people are often really reluctant – almost frightened – to do sales calls over the phone. Someone really nice on the other end makes the process much less daunting.
Jean Mc