When the Phone Rings: Telephone Skills for Better Service

Great telephone service doesn't have to be a thing of the past. Even with the advent of email and the Internet, your customers still want to be able to call sometimes and reach a live person. And how that call is handled still makes a huge difference to the success of your organization.

When the phone rings, your employees have only a few seconds to set a tone. To communicate that your company listens to customers and gives them what they need- every single time they call.

Those who answer the phones are speaking for everyone in the company. Make sure they have training.

Teach the ABC's of telephone courtesy:

• Customer service etiquette.
• Taking an accurate message.
• Handling transfers and multiple lines.
• Voice mail and leaving a message.
• Problem calls.