Leadership Solutions: Make the Phone Your Business Partner

Too many people try to save money on the one thing that must work perfectly.

It's their business phone service.

As a result, they repel or lose customers.

Here are recommendations that apply to both large and small companies:

1) Use a land line phone service. Cell phones and internet phone services sound terrible. This hinders communication because the other person has difficulty hearing (and understanding) what is being said.

2) Hire people in your country for customer and technical support. Yes, I realize that the people in offshore call centers are wonderful, caring, intelligent workers. Unfortunately, the phone connection to their site is always poor. (Sometimes it's worse.) I have spent hours on the phone asking them to repeat what they said because I was unable to hear it or understand it.

3) Have a human being answer your phone. Voice menus and robots are insulting to the people who call. And by the time callers finally reach a person in your organization, they are often so upset that they waste your employee's time complaining.

Recognize that all business is conducted through communication.

Thus, make the pathways for communication as clear and open as possible.

Key Point: Your phone system is the life line for your business.

Much success,

Steve Kaye

714-528-1300

Author, Speaker, IAF Certified Professional Facilitator

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