Telephones and Customer Service

Sometimes what may look like a nice technology advancement may in reality be a Customer Service nightmare. Whenever we use technology in business we need to relate it back to how we do business and our principles.

Auto Attendant
Many businesses use these. They are without an doubt a cost saver. A business doesn’t have to have a call taking receptionist. Just let the automatic voice answer the telephone and with a short menu of command they are directed to where they need to go.

However many businesses have Auto Attendants that are useless or just confusing to the caller. After listening to the commands was that 1 for John at Sales? Or maybe it was 2. Or I was looking to reach Jane and she’s not mentioned. That’s because she has replaced John, but the Auto Attendant was not updated.

Or after the list of items were given, but none of the options seem to be the one the caller wants.

And then sometimes the problem gets worst when each and every item takes the caller to another menu or a Voice Mail Box.

Voice Mail
It has become an all to common practice for some people to always have Voice Mail answer their calls. Or to give their caller no idea on when they may be receiving the Voice Mail and having their call returned. I’m sure many of us have placed a call to a person, left a message, or two or a dozen only to discover two weeks later that they had just started their two weeks vacation.

Some of these problems can be resolved simply by using common sense. Answer the telephone with a real person who can make a quick decision on the right place to direct the caller. If an Auto Attendant is necessary, check its options and correctness. Always check after any type of office change.

Change the Voice Mail greeting as often as needed. For some people that may only be a few times during the year. An office worker who is at the desk just about every day and the call only rarely goes to Voice Mail and when it does the call is returned within the hours, may only need to change it when they are on leave.

Others may need to change it a few times during the day.

Then again the business can, and really should have a Telephone Usage Policy that is in place and followed by all.

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