When your receptionist transfers a call to you, what kind of experience is your caller having?
Your companyโs call-handling style can make a big impact on your clients and potential new customers. Whether youโre deciding how to handle your calls or already have a system in place, this customer touchpoint holds a lot of sway over the impression your clients have of your business.
Below is one common practice that may be off-putting and potentiallyย lose you business:
Yourย receptionist connects calls to your ringing line rather than staying on the line toย introduce the call.
This can be helpful to a receptionist who is balancing a number of duties, as so-called “blind” transfers are quick and easy. Butย this transfer style can lead to dissatisfied callers if youโre not careful — there’sย always aย risk of important calls going to voicemail if youโre away from your phone. Are some potential clientsย callingย your competitor instead of leaving a voicemail message?
Instead: Have your receptionist let you know who’s on the line before connecting calls.
Regardless of whether you’re available at the moment, your caller will receive quality customer service. If you are at your desk, you’llย be able to make an informed decision about whether youโd like to take a call right now. And ifย you’re ableย to take the call, you’ll have a few seconds to prepare by pulling up their account orย finishing that bite of sandwich.
If nowโs not opportune, your receptionist can return to your caller and take a message, or simply relay a message to the caller for you (โJim is stepping into a meeting at the moment, but would it be convenient for him to return your call around 1:30?โ). After being cared for by your receptionist, your potential clients will have excellent expectations and willย feel more invested in your company.
Put yourself inย your callers’ shoes โ what would impress you?
