Improving Your Business Phone System

A user-friendly phone system not only creates a positive first impression but can also lead to increased sales. Periodically review your system to make sure it is attracting, not alienating customers and prospects.

"March is National On-Hold Month, as good a time as any to check your phone system to see if it helps or hinders your business," says Nancy Christie, owner of Professional Writing Services who also writes frequently on business topics. "Having a discourteous or incompetent person answering calls can generate as much ill will as being left on hold indefinitely or getting the 'voice mail run-around'."

Christie suggests a five-point checklist to keep your phone set-up in tip-top selling shape.

1. If you use voice mail, be sure to return messages promptly and consistently, says Christie. "Lack of courtesy is rampant in the business world. Failing to return messages alienates clients and prospects by projecting a 'We don't care' attitude." Get a step ahead of the competition by ensuring employees return voice mail messages frequently. It's everyone's job to serve customers.

2. With automated systems, offer an option for connecting with an operator or someone who can provide assistance, Christie advises. "No matter how well an automated system's choice menu is designed, there are always situations that do not fit into any of the offered categories. If callers aren't offered a live person as an alternative, they might just hang up and call your competition."

3. Keep basic directory information available at the switchboard, Christie recommends. "Often callers will only know the department or title of the person they are trying to contact. An internal directory listing names and extensions allows the operator to direct calls promptly. It also eliminates the chance the caller will hear 'I don't know where that person works' or 'I'm not sure if we have that department'-responses which won't project a professional image or inspire confidence in your company's service."

4. The person at the switchboard may be responsible for the caller's first impression of your business, reminds Christie. "Check to see that the people hired to handle incoming calls speak clearly and project a courteous and helpful attitude. It only takes a second to ask 'Will you hold?' or alert customers that they're being transferred, but all too often the receptionist or operator just pushes buttons to send the callers on their way."

5. When customers are placed on hold, are their ears assaulted with loud music or endless repetitions of 'Your call is important to us-please hold"? A better suggestion, says Christie, is to use the time to educate them about your services or products. Scripts for on-hold messages should be carefully designed to inform, not irritate customers. For best results, have your on-hold messages written and performed by professionals.

For more business tips, visit Professional Writing Services' FYI page at www.writing-pro.com/html/fyi.html.

About Professional Writing Services
Headquartered in Ohio, Professional Writing Services provides writing and editing expertise to businesses, nonprofit organizations and economic development agencies nationwide. For more information, please call 330-793-3675 or visit online at www.writing-pro.com.