When I was little I used to read Miss Manners in the newspaper. To be perfectly honest, my mother made me read Miss Manners. I’m actually surprised that Judith Martin is still writing her column.
I learned a lot … and it was enforced by my mother.
My parents always received compliments about how well-behaved I was as a child. I always addressed adults as Mr. X and Mrs. Y, and I spoke only when spoken to. I also used a napkin and the RIGHT fork and spoon, and definitely didn’t slurp my soup.
Apparently not everyone received this type of “training”.
I am absolutely appalled at the phone “skills” of most people, and therefore, businesses which rely on the phone to do business.
I called Kroger Grocery Store the other day, and after navigating the auto-attendant I finally made my way to the meat department. I was greeted with what I can only assume was a grumpy guy who just woke up from a nap.
“Meat department,” he barked into the phone.
“Yes, do you have any hanger steak today,” I inquired.
“Nope,” he quickly remarked.
“Um, ok … do you ever carry it?”, I asked.
“Nope,”
“OK, thanks [for not helping me at all], bye”, I politely ended the conversation.
OH THE HUMANITY!
What can we learn so we don’t have employees make the same mistake?
3 Simple things… and this is the Hallmark of my Phone Etiquette Training for Service Businesses
- Answer with Energy and a Smile – People hear what’s on your face, so always smile first and then pick up the phone. The caller doesn’t necessarily know where they are in the process so greet them with, “Bob’s Deli, this is Michael. How can I make your day better?” or something unique and different.
- Lead the Conversation – You’re the expert and the first point of contact often times. Act like it. When you lead the conversation you control the outcome. If you’re in phone sales this is critical.
- End with Validation – Meaning, button up the conversation to make sure the caller has everything they need from you. “Is there anything else I can help you with” or “Have I provided you with the information you needed”
When you train your staff to do these 3 very simple things, your business will be unique and different. And if you’re in a competitive field, you will definitely stand out from your competition.
This all means that you will get MORE business.
If you’d like a special sticker to place on your phone, then just send me an email at tom@tomjackobs.com and I’ll send you a sticker you can put right on your phone. Just pay for shipping and I’ll get them to you.
