One of the most annoying things about technology today, is the automated telephone answering systems, and ‘ please listen to the following menu, as our menu has changed.. if you want to speak with … press 1…..
In today’s world we expect instant results and do not want to wait. That includes waiting for someone to answer the phone, being placed on hold or constantly being interrupted while on hold. Personally speaking, I hate call waiting. (What am I chopped liver!) We all know that even if you are placed on hold for 20 seconds it feels like 2 minutes.
Eye Bogglers:
- 34% of customers who hang up will not call back
- 7 of 10 callers are placed on hold for approx. 45 seconds
- Several studies have indicated that as much as 87% of the opinions people form about us, when speaking to us on the telephone, are based on the tone of our voice.
Telephone Tips- so your optical patients are not on hold
1.) Answer the phone by the 3rd ring.
2.) If the lines are going crazy for whatever reason- ask someone else to step in and help answer the phone. I have been in offices, where the phone is ringing and ringing, the receptionist is on the phone helping a customer and other able bodied people could pick up the phone and don’t. (Not their job, I guess)
3.) If you can’t pick up the phone, automate your answering service to pick up after the 3rd ring so they can leave a message.
4.) If you do pick up the phone and keep getting interrupted by other lines- ask the caller if you could ‘Please put them on hold’ . When you get back to the caller – apologize for the inconvenience.
5.) If you have to keep someone on hold for more than a few seconds listening to bad music, get their number and call them back.
6.) If you see a phone ringing- pick it up whether it’s your job or not.
Similar Posts:
- The Business of Optical Patients
- Why Optical Patients Don’t Come Back
- Optical Customers First-Empower Employees
- Consumer UnHappy With Eyewear- Complains to Us
- “Old soldiers never die; they just fade away.” – Douglas MacArthur
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