Marketing Tips - #14
 

Make Phone Training Part of Your Marketing Plan

What are your customers and prospects experiencing when they call your company? Are your employees professional, well-spoken, helpful and kind? Or do they leave your valuable callers with the feeling that they’re a nuisance or an interruption?

For many of your customers, the first interactive contact they’ll have with your business is through the phone. So, it is vital that those calls be handled with the same level of care and attention to detail as, say, an advertising campaign or any other form of “external marketing.”

In fact, the impressions you make on the telephone may be even more important than those made by your direct mail, website and billboards. Everyone expects those marketing tools to paint a rosy picture of your company and its commitment to customer service, but callers understand that how they’re treated once they call is a much more accurate indicator of the type of customer service your company will provide down the road. All of your employees should participate in telephone etiquette training, including your top-level executives. After all, there’s more to handling incoming calls and being an effective telephone communicator than simply saying “hello.”