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Your Employee Matters


By February 1, 2008No Comments

An excellent teleseminar by the Information Marketing Association ( discussed their criteria for “Simple Ways to Get Better Results from Your Customer Phone Calls.” Here are the main points:

  • There’s no substitute for training in “best practices” for customer phone calls.
  • Identify the most frequently asked questions and have a script for each one of them. Consider putting together a workshop among your employees to help draft these questions and responses. Record either live or practiced phone calls for training purposes. If you do the former, make sure to have a notice on the phone call that it may be recorded. Recording equipment is relatively inexpensive: Get a $15 telephone adapter at RadioShack with a $35 Olympus recorder and you’re set.
  • Record these scripts on a CD so that employees can listen to them.
  • Create scripts for both inbound and outbound phone calls.
  • Consider ancillary opportunities with phone calls: Obtaining testimonials, referrals, or upsells.
  • Engage in “mystery shopping” to make sure that your employees are following the scripts they’ve been handed.