Here is the 14th of my series on “Back to Telephone Basics” to share with your staff.
HOW TO TAKE MESSAGES
The person who takes a message for another person efficiently and pleasantly is an asset to any organization.
The second you answer the telephone you are assuming the responsibility of handling that call properly.
The message must contain and keep in mind you may have to leave the contents of this message on voice mail:
- Name of the caller (spelled correctly)
- Telephone # with area code
- Name of the caller’s company
- Date and time of the call
- Your name
- The reason for the call
HOW TO LEAVE MESSAGES
When you place a call, it is the utmost in bad manners not to identify yourself when the person called is not available. Do NOT just hang up when you get voice mail.
Since you called, it should be important enough to leave a message – even if it is just your name and telephone number and that you will call back.
“This is Laura Sikorski. My number is 631-261-3066. Please let me know if April 8 at 9am is good time for us to review the upcoming analysis. I will be in my office today until 3pm. Again, this is Laura Sikorski and my number is 631-261-3066. Thank you.”
Leaving messages that give detailed information will help stop “telephone tag” delays.
This week’s question for your employees – What type of problems do you have when calling back our customers?
Thank you for reading and sharing!
Laura Sikorski – Independent Call Center Consultant
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