WHEN YOUR CUSTOMERS COME CALLING: VOICE MAIL ETIQUETTE
by Judi Newman
More business has been lost because of poor service and poor treatment than because of poor product. Yet, it doesn't take any extra time or money to treat people with grace and courtesy; and in many industries, especially insurance, quality of service is one of the few variables that can distinguish a business from its competition. This last of five articles by Judi Newman shows how and why good manners make good business.
You Have 37 Messages on Your Voice Mail!
Since it looks like it's here to stay, we can't leave the subject of professional telephone manners without saying something about voice mail (VM). Although many people still haven't warmed up to it, properly used, voice mail can benefit both your agency and your customers. Voice mail can save time for your receptionist, allow customers to leave detailed messages (they should be encouraged to do so), let them leave messages after hours, and allow agents to pick up their messages when they're out of the office. Voice mail can also lose customers in a maze of confusing options and become a hiding place for staff who don't want to take calls and rarely return messages.
Your telephone equipment vendor can give you tips on setting up a voice mail system that's customer friendly. Here are a few additional voice mail tips to consider:
- Have a live person answer the telephone . No automated attendants please, unless it's only for backup. A good receptionist is such a valuable asset; why replace them with a machine?
- Ask your callers if it's okay to put them in voice mail. Those who don't like it can then say no. For example: “I'm sorry, sir, Jim is on another line right now. Would you care to hold or would you prefer to leave a message in his voice mail?”
- Limit menus and options, keep instructions short, and always state the action first and then the key to press. “For Commercial Lines, press one.”
- Don't trap callers in voice mail . Always give them an easy way to reach a live person by pressing 0. Remember that insurance is a people business.
- Show callers that you really use the system . Have each staff person change their voice mail greeting often, stating the date and when they expect to return, and always giving that 0/live person option.
- If there are coverage instructions that your agency can't accept via voice mail, be sure to have staff state this in their greetings . For example: “Please remember that coverage cannot be bound or limits increased with a voice mail message.”
- Always return voice mail calls (and all calls, for that matter). When you do, your customers will use your VM system more willingly. An unreturned call tells the caller that you're too busy to talk to them.
- Don't use voice mail to avoid taking calls. You've got to be in your office some of the time. Your customers will realize that you're hiding from them.
- Last but not least, ask a few friends to call your agency and test your VM system . Be ready to “tweak” the system to make it more customer friendly. Have refresher training sessions for staff periodically, and make sure that new employees receive full instructions on how to use the VM system effectively.
Judith H. Newman is president of Phaze II Consulting, Inc. (Ft. Myers, FL), a management consulting firm for the insurance industry. Phaze II Consulting is the owner of the Master Agency Manager , an IIABA Best Practices Tool. For more information, call (941) 481-6001, (800) 638-0657, or e-mail [email protected].