Voice Mail...
I’m Sorry I Said A dirty Word
Hello for 10-99
By: Mike Lipshultz
Mike@biznetonline.com
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Voice Mail... |
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Rule Number One:
Keep It Simple!
Rule Number Two:
See Rule Number One!
I know your thinking, “What is he talking about?”.
I’m talking about keeping things simple.
If your system is not easy and simple to use, your callers will hate it.
So how do you keep it simple?
·
Organize
it.
·
Make
your instructions simple.
·
Always
make 0 the operator or attendant’s extension.
·
Get
your callers in and out of your system as fast as you can.
Organize It:
·
Make
a list of all the options your company will be using on the system.
·
Make
a list of all departments and extensions users will be calling.
·
If
you have a “Directory Feature”, make it searchable by First and Last name if
you can.
In assigning option Extensions (like push 5 for sales) put
first things first. The most used
choices go first. Give your callers
the early option to enter the extension they are calling for.
Don’t make callers listen to the whole incoming recording when they
know the extension they want. Let
them get to it. Next give the
option to do the same by name. After
that, list the departments in the order that they receive calls.
Put the departments that get the most calls ahead of the departments that
get fewer calls. And always make the 0 go to your company operator or attendant.
Make your instructions simple:
·
Keep
your instructions well organized, just like above.
·
Record
clear instructions…
In keeping your instructions easy to follow, make sure your
recorded instructions are made in a clear voice. Give the information on the most used futures first.
Like “if you know the extension you’re calling for press one”....
Etc....
Always give the option first, then the number to push.
Such as ““if you know the extension you’re calling for, press
one”; not “press one if you know the extension your calling for”....
The reason for this is that people do not pay attention to the number to
push until after they hear their choice. So when you record “press one if you
know the extension you’re calling for”....
Your caller hears “if you know the extension your calling for”....
But not the press one part, so they do not know what to do.
Always make 0 the operator or attendant’s extension:
Most callers that get disgusted or impatient with any system
will just hit the 0 key. So,
don’t lose their call by having them hear that that option is not available.
Send the call to a real person, and keep the customer.
If you follow the basic rules, your callers will be able to
get in and out of your system fast. They
will not complain about Voice Mail Hell or get stuck in Voice Mail Jail (when
you can’t get to a real person).
It’s your choice. Do
your customers deserve to be sent to hell, just because they called?
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