The Business Phone System plays an enormous role in your business, and not only from a technical standpoint. Your phone is often the first contact your customers will have with you, and the way you greet them has a larger impact than you may realize. Customers that experience lengthy wait times may simply hang up and go to a competitor. The same holds true if it takes too long to reach the intended party. Fortunately, there is a way to avoid these phone answering mistakes.
The biggest key to achieving the appropriate amount of professionalism is to employ an auto attendant. With that said, auto attendants are a double edge sword. If you use them correctly you can retain your customers and strengthen your business; if you use them incorrectly, you’re just as likely to repel your customers as if you didn’t have an auto attendant at all. Here are some ways to avoid phone answering mistakes and ensure that your customers will have a pleasant calling experience with your company.
Don’t Make it too Hard to Speak with a Human
A big customer compliant concerning auto attendants is that it is too difficult to get in touch with an actual person. Make sure that you give customers a clear an easy way to bypass the auto attendant and get it touch with a human.
Giving Your Customers too Many Choices
Giving your customers a lot of options when they call in may seem like a good idea, but it’s not. Often times, customers are in a hurry when they call in, and if they have to sit through a myriad of choices, they’ll only get frustrated. On the same note, this rule also applies to adding ‘levels’ of options. The best auto attendant is a simple one. Try to keep your options to only about five.
Trying to Do too Much
It’s not vital that you get too much information out of your customers prior to them reaching the right place. As mentioned before, it’s best to keep things simple. You should only ask the customer for information that is absolutely necessary to getting them to the right place.