I know this is going to seem like I'm stuck on my own personal 'repeat play' setting with this telecommunications topic once again - but it strikes me that perhaps the answer is affirmative.
Recently, I dialled a business in Sydney's Central Business District (nonetheless!), and was greeted with a barely audible 'hello'.
While the phone was answered in a matter of three rings - is there a nominee awards program somewhere for this astonishing feat?? - the recipient's flat one-worder prompted me to ask if it was indeed the business I was after.
For the sake of privacy, it shall be named "Tracey's Terrific Trampolines".So the script went a little like this:
"Hello..."
"Er, is this Tracey's Terrific Trampolines??"
"Yes."
But what perhaps was more frustrating than being forced to confirm the business name, in fact, was the icy tones surrounding the final 'yes' and following silence.
Particularly in the world of business, it should be more important than ever to encourage, well, business.
Some of you may be wondering why make such a big deal about this - she may have simply forgotten to say the name of her workplace (or maybe she'd forgotten she was actually in the workplace!)
But I'd like to counter with this - in this scenario, I, the customer, was being forced to work to obtain the service of the business, and not the other way around.
Correct me if I'm wrong - but businesses, and more importantly, their owners, should be working and working hard to draw in new customers, particularly on the flotsam of what became too affectionately known as the Global Financial Crisis.
If this means simply teaching your frontline personnel how to meet and greet a customer - be it on the phone or in person - then do it.
What have you got to lose?
TIPS FOR ANSWERING A PHONE
*When you answer a phone, smile. Simple, sweet and believe it or not, the recipient can hear it.
* Answer with a greeting, followed by the name of the business and if you really want to earn that gold star, add your name with a "speaking" after it. For example, "Good morning, Chester's Cheeses. Clarry speaking."
*Answer calls promptly - that means within three rings, no ifs or buts. If you're too busy, ask someone else to answer or use the available technology.
*Don't let the Awkward Silence happen. Try asking the caller how you can help them.
*Speak clearly and audibly. This means your sole focus MUST be on the call - not on your things to do list, a nearby office conversation - or worse, plans for the weekend.
And finally, some handy, tried, true and tested phrases from generations past:
"May I ask who's calling?"
"I'm sorry, but I didn't get your name."
"How can I help you?"
"I'm sorry but I'm having trouble hearing you. Could you speak a little louder please?"
"Mr Phillin The-Blank is away from the office for about one hour. Can I ask him to call you back?"
"Thanks for your call."
