At idaconcpts.com, we often cite that “Content is King”. Why do we insist on that? Because that is what your customer wants. Listening to your customers should be at the top of your list. And one of the best ways to do that is by working the phones. Depending on the size of your business, you may take your own calls or have a calling center, but no matter the size anybody handling your customer calls needs to be aware of good customer etiquette.
Rachel Miller from Impact Learning Services explains how telephone etiquette allows you and your employees to consistently present a professional and confident impression to callers. Ranging from vocal skills to general etiquette guidelines to formal etiquette guidelines, Miller provides a great overview of phone etiquette training.
Spending in telephone etiquette training for you and your staff is a valuable investment. In a previous article, we discussed how to evaluate conference call services and what are the limitations of the ones that label themselves as free. While you may consider to cut some costs on the tools, you should not cut corners in improving your staff. Remember the 90/10 rule: when it comes to any business investment, put 90% in personnel and 10% in tools.