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GPI 030 – Does your receptionist turn off callers?  Does she imply “I am bored as hell – what do you want?”  When she talks to your customers?

Do your receptionists help your company or hurt your firm’s image?  Do they grunt in a monotonous tone and make the caller regret they even called?  If a person calls in to your company and can hardly wait to be transferred, you have a problem.  When selecting candidates for the first voice customers hear when they call your firm, listen to them on the telephone randomly several times before they answer the telephone and represent you to potential buyers.

It is well worth paying for professional training for your receptionist.  Hiring a person to answer incoming calls requires more than just a person with a pulse.  You want to know that this person can handle difficult callers, keep the attention of the caller and simultaneously display a very sympathetic voice to an angry customer.  You need one who recognizes the importance of connecting a potential buyer to a sales person regardless of how long it takes to connect with someone in the sales department.

Hire cautiously when putting someone on your switchboard and in front of your customers.  The person you choose is speaking to customers, vendors, banks, auditors, tax departments, payroll companies, employees’ families, the sheriff’s department, police, firemen, truck drivers, delivery men, hundreds of potential applicants and everyone else who has run across your website.  Hire someone who people like to talk to and enjoy.  Hire a good one with multiple positive references.  Take your time and make sure they are trained and ensure that they understand how to handle situations.

Does the receptionist say, “Good morning, ABC Company, may I help you?” (Displaying an upbeat, cheerful, and seemingly helpful manner.), or “ABC Company” (in a monotonous bored attitude)?  If your receptionist is lousy and nonresponsive, it is your fault.

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