Having issues with getting messages from your front line here are some thoughts to aid you.
In addition to the properties and the processes of front office and administrative tasks, the first thing that a customer, vendor or other party will be initiated to is the taking or forwarding of a phone message or phone call. If there is one thing that is a priority to any front office individual it is the assurance that every phone call will be answered accordingly and transcribed correctly.
Whether a customer or client is completely satisfied with a business’ service can rely on proper telephone message taken. If a caller’s request or concern is relayed improperly, he may feel as though the organization did not care. This is especially important in today’s society where communication is so vital. So much so that not returning a phone call is seen as erroneous and more importantly rude.
To assist you with the proper protocols and procedures here are some technics to take a proper phone message”
- Greet the party very pleasantly and professionally as instructed earlier in this presentation.
- Ask for the person’s first and last name and then asked them to restate it.
- Pronounce the name and request acknowledgment of proper pronunciation.
- Ensure you write down the proper date and time of the call on a proper phone message pad.
- List any questions that you asked for any questions that the other party had so as to provide enough information to redirect the call.
- Gather all pertinent information regarding the customer’s account, if applicable.
- Verify all of the information is correct.
- Obtaining a proper call back number and time.
- Ensure that your right legibly or convey the information in a proper e-mail to the proper party.
- If using voice mail to redirect the call ensures that you have the proper information prior to submittal.
- Some tips for voice mail
- i. Speak slowly
- ii. Be accurate
- iii. Call me back for clarification
2011. Drew Stevens. All rights reserved.