Countless times, the person working the telephone in the front of the office has been faced with the same dilemma. He or she is helping the customer standing in front of them and the phone is ringing off the hook. Is there a clear solution to this problem? According to officeskills.org, a company that offers resources and training in critical office skills needed to work in the 21st century office, the proper telephone etiquette is the following:
“Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.”
Is it really that simple? Should you really drop everything with the customer in front of you to answer the phone? This is really a lose-lose situation all around. If you answer the phone, you are essentially putting the in-store customer on hold, which is rude. If you let the phone ring, you are sending another customer to voicemail. Either way, someone is left unattended.
According to 2014 Temkin Customer Service Ratings, Amazon, Chick-fil-A and Starbucks each made the top 10 list of overall best customer service. In my experience with these companies, I believe they offer great customer service because they make their customers feel valued. I have never had an interaction with any of them where I do not feel like a priority.
If you want your company to shine when it comes to customer service, you should strive to treat each customer as your best customer. You can do this by minimizing missed calls and not answering the phone in front of the customer you are helping.
Question: So, how can I take care of an in-store customer while also handling out-of-store customers in a polite and professional way?
Captivated allows your business to send and receive text messages and manage conversations with customers in real time. Texting is now the most prevalent form of communication in the world. No one wants to wait on hold or leave a voicemail anymore. Think of Captivated as your silent phone line – one that you can respond to in a matter of minutes without interrupting the conversation in front of you. With Captivated, your business gets the best of both worlds, allowing you to tend the needs of the in-store customer and still respond to the customer who texted. It’s that simple.