Tuesday 17 May 2011

Last week I addressed one of the key reasons clients fire you, lack of same day response to their telephone inquiry.

Change YOUR process and you change their perception!

  1. Set a telephone appointment instead of sending them to voicemail when they call in.
  2. Instruct your administrative staff to utilize the following script exactly as written to set telephone appointments for you to improve service perceptions: “He/she is at an educational meeting/conducting research/meeting with a client such as yourself, etc. However, he/she is available later today between 2:00 P.M. and 4:00 P.M. or tomorrow between 8:00 A.M.-11:00 A.M. Let’s set a telephone appointment during that time – what time works best for you?”
  3. Be sure your staff has access to your calendar and the authority to schedule dates and times for you. Feedback from our coaching clients confirms this approach and enables them to elevate their service model and their client experience to transform them into delighted loyal clients.

Note: For those of you who are members of our ONLINE MARKETING AND EDUCATIONAL SUPPORT CENTER, have your staff take the course: Elevating the Client’s and Prospect’s Telephone Experience.

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