When customers call your business, what do they receive from your business phone system? Does it give them a recorded message followed by scratchy sounding hold music? Are the callers left on hold for extended periods wishing to actually speak to a live human being? How much revenue are you losing because people get fed up with your ancient phone system and they decide to contact a competitor?
Today’s customers have extremely high expectations. They want to be able to get the assistance they need immediately or they are going to look elsewhere. Furthermore, people from all generations, especially the younger set, are turning to social media to voice their frustrations and displeasure with businesses that do not provide them with exceptional customer service. So what can you do to make a caller’s experience a favorable one?
One of the first things you can do with your phone system is organizing your phone extensions. Make it easy for people calling in to reach the people they need to contact. They do not want to have to push different buttons nonstop in a game of phone transfer.
Extension Numbers and Names
When people handout business cards they have their name and contact information on the card. When calling your business, set your phone system up so that people can reach your employee using an extension number as well as a name. This makes it even easier for your customers to reach the person they need.
Up to Date Greetings
Make sure that your auto attendant greetings are professional, easy to understand, and identify your business. You want your clients to know whom they are calling and have no problems understanding or reaching the necessary person.
Take the time to analyze your current business phone system. If you are stuck in the past, your customers will look for someone who is not. Change is not easy, but in this case, it can enhance your business.