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Joe Marconi

Who’s Answering The Phone?

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You company phone is your lifeline to your business. You need to have the right people answering the phone. Having the wrong people answer the phone can damage your business. We spend a lot of time and money on advertising and marketing to make that phone ring. All that can be wasted if the person answering your phone is rude, unfriendly and doesn’t understand the skills of customer service.

 

Everyone answering the phone needs to be trained properly. Be cautious of having techs answer the phone too; having to break away from a swinging an engine and running to the phone may be a big mistake. Their frustration will show right through to the customer and will be perceived in a negative way.

 

You need to have dedicated people answer the phone that have the proper training. Obviously, it should be those in customer service; service advisors, service managers, office personnel or receptionist.

 

This may not be practical for smaller shops. For smaller shops, select those with the best phone manner; create training scripts and have them practice.

 

Trust me, the wrong people on the phone will turn off people and just may turn them away.

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