Advanced Connections*

Modern technology is quite amazing. It’s given us many communication conveniences such as cell phones, pagers and voice mail. Unfortunately these devices are only of help in serving customers when used appropriately.

For example, with summer vacation time approaching, have you given any thought to updating the greeting on your voice mail to direct callers to someone who can help them in your absence? Imagine a customer’s frustration upon leaving an urgent message that you may not receive for more than a week.

Below are some tips for making this technology work more effectively for you and your customers.

Mastering Voice Mail

• Create an effective greeting. Your greeting should address the three main types of messages: 1) greeting for no answer, 2) greeting for busy signal, 3) a special greeting for when circumstances will keep you away from the office for an extended period such as vacations or business trips.

• Be aware of your audience. To better serve your customers and reduce or even eliminate the need to return every call, think about how your greeting can be used to provide standard information or ask routine questions. For example, if you know you need certain data to be able to assist callers, ask for them to provide it in their message.

• Give callers an out. Try not to leave callers in “voice mail jail.” Provide them with information about how to access a live person, whether it means pressing another key or providing them with another number.

The real key to developing an effective communications strategy is to put yourself in the customers’ shoes. Remember the last time you were on hold for what seemed like forever or couldn’t get through to a live person and try to take steps to avoid having that happen to your customers.

*Copyrighted material used by permission from USA Group Noel-Levitz.

This page is maintained by TTUNews • Return to Growthchart • Return to TTU homepage