GPI 239 – Teach employees how to answer the telephone regardless of their position.

Train new employees to answer the telephone in the same way.  They will do what you tell them because they are training and are interested in working, so take the opportunity now to train them correctly.

Examples of standard greetings given by all employees: 

“Hello, this is Frank Tully.  May I help you?”  (This call was directed through the switchboard so repeating the company name is not necessary.)

“Hello, this is ABC Store, Quality Department.  This is Angeles, may I help you?”  (This employee has a direct line so it is necessary to identify to the caller that he has called the right company.  Reassure him; he is paying you.)

“Hello, this is William Sylva in Production.  May I help you?”  (This call directed through the switchboard so the caller knows he called the correct company.)

Yes, it will take a little time to get everyone on board, but your customers will notice.  Have someone go from telephone extension to extension and randomly call employees to get them on board.  Remind them of your courtesy program again and thank them in their paychecks.  Remind your employees that anyone calling into the company could be looking to spend $1M so act like every call is worth $1M.

Benefits of a standardized friendly greeting include the following:

1. If you successfully put this standardized procedure into place, your customers will notice and appreciate the friendly approach.
2. Customers will automatically think that customer service is better, even if it is not.  They become used to the professional attitude and come to expect it.  Once they have heard all of your people be professional on the telephone, they will come to expect it and notice how other firms lack that discipline.  You will shame the competition.
3. Customers will appreciate getting someone who at least seems to be willing to help them.  Make it worth calling your firm.  If you have some employees who just cannot seem to be helpful, you need new employees; replace them and do not look back. They are far more detrimental than you realize.
4. Your employees will make your competition look bad immediately.  This is great for your business.
5. Your friendliness is catching.  Your employees will like that the customers warm up to this.  This is easy and becomes contagious and most importantly, differentiates your firm from the rest, if you can keep it going.
6. You want more business, so when your customers call you, you want them to have a great experience dealing with everyone in your firm.  You do not want your employees to turn them off, so train your employees about this program starting today.  Give them positive feedback heard from the clients about this program.  Tell them their friendliness is working and it does ‘payoff’ financially .
7. The first person you train is the receptionist who will speak to every one of your customers at least once. Make sure he or she does it well and conveys the image you want for your firm.
8. Make sure that top management answers the telephone as nicely as your great receptionist.  If they do not, be pleasant when you remind them.