How many times have you called a company and been frustrated by how its customer service representative handled your call? We’ve all experienced receptionists who make you wish you hadn’t called, automated systems that feel like their only purpose is to overwhelm you with options, and voice-enabled systems that refuse to understand a word you say!
Did you know that 80 percent of companies think they are doing a great job at providing customer service? But their customers say only 8 percent are really delivering!
This book will help you understand what frustrates your callers, what your customers want, and how to deliver it. It’s about making it easier to do business with you.
If someone gave you this book to read, it may be because they are trying to ask you to take a look at (or a listen to!) your own Caller Experience. Will you use the tools and information in this book to make a difference? I hope you do!
Here’s to better Caller Experiences everywhere!
Contents
Introduction 11
Chapter 1
Sound On 13
Chapter 2
Fishing with Phone Lines 21
Chapter 3
Who Should Be Answering Your Phone? 27
Chapter 4
Answering the Call 29
Chapter 5
Hand It Over 39
Chapter 6
Calming the Waters 45
Chapter 7
How to Think Like a Caller 51
Chapter 8
Hold the Cheese! 59
Chapter 9
IVR and Auto-Attendant Best Practices 83
Chapter 10
Phones or Social Media? 97
Chapter 11
Make the Call 99
Caller Experience Checklist 101
Glossary 107
About the Author 111
