A Positive Workplace Means… Telephone Courtesy: The Voice of Your Business

No matter whom I talk with during this time of change and new normal’s, the conversations say, it’s not business as usual.  Most are saying that they are refocusing, getting back to basics and are doing more with less in their day-to-day business ventures to improve cash flow and bottom-line results.  Sounds good, but what does that really mean? It depends…different things for different people.

During this turbulent time, there’s one thing we know for sure - the basic tool used in all types of businesses and organizations is the telephone. “Talking” about back to basics…When was the last time you really listened to the “voice of your business” and the “customer service attitude” that comes through loud and clear each time you or a staff member answers the phone?  What attitude does your voice mail message convey?  This is one of the basics of business development that we all need to pay close attention to and can change very easily.

Whether on a land line or a cell phone, the first impression of your business starts with how this tool is used.  Even with the vast amounts of  texting and e-mailing on laptops, desktops, blackberries, blueberries, and raspberries, the telephone still plays a primary and essential role in customer service and business development. In fact, most service in the typical organization is provided over the phone.

Many of you who have attended my workshops have heard me say that customer service is an attitude and not a department. What attitude is your telephone etiquette and voice saying about your business?  (click here for a customer service attitude check-up)

Often employees are so busy there is little time to think about their jobs or how they relate to the overall success of the company.  Sometimes, those who spend much of their day on the phone talking with customers don’t consider their jobs to be very important. Now that’s a perception that needs changing!

Do you consider yourself as having a customer service position in your organization?  The fact is that anyone regularly involved with vendors, customers (whether internal or external), prospects, shareholders or community partners has one of the most important jobs in that organization!  Even accounts receivable or collections jobs need to maintain a customer service attitude.  When we think about customer service (by phone or in person), it is common to think that certain individuals or work groups are responsible for providing service.  However, in most organizations, customer service departments, whether they are call centers, branch offices or specific departments, represent only a portion of the overall service responsibility.

The main point here – Everyone from the solopreneur to the CEO to the shipping clerk provides customer service and contributes to an organization’s reputation for service and courtesy.

In this hectic, fast-paced world, it’s all too easy to forget the importance of the impression we make over the telephone.  But that link is as critical for business success as face-to-face communication.  What messages are your telephone conversations sending about you and your organization?
      
Remember…It all starts with attitude! A positive (telephone) attitude will surprise, delight, WIN and retain your customers! Your positive “customer service” will make a positive impact on the total “customer experience,” on your career and the results of your organization.

Telephone courtesy is everyone’s responsibility!

Check Out Chapter 12 of My New Book! It's all about telephone, e-mail and workplace etiquette! A Positive Workplace Means Business! It Just Makes Cent$! ®
	Whether you are here in Connecticut, in another state or even in another country, you can easily bring a bit of me and my "Positive Workplace" message to your organization during these difficult times! Know any students of business? The book is a terrific, practical "real-world" resource for business classes and programs.  It also makes a great gift to welcome new employees at all levels and ideal for reward and recognition programs in your workplace!
Now in paperback, PDF download and audio format

A Positive Workplace Means Business!
It Just Makes Cents! ®

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Stay tuned for next month’s edition…

MJ Paris

P.S. Do you know someone who needs "Positive Energy" in their workplace? Feel free to forward this issue to friends, family and colleagues!

The Positive Talk Series™

A Positive Workplace Means Business™.
Leadership and professional development programs designed for front-line employees, team leaders, supervisors, managers, and corporate leaders who are responsible for developing and implementing their organization's employee and customer service strategies.    « Learn More »

About MJ

Mary Jane (MJ) Paris brings a broad base of experience in management, leadership and employee development gained from more than 25 years in sales management, retail banking, training, recruiting, project management, event planning and community leadership.
Her common sense approach and practical experience combined with her dynamic presentation skills provide a solid foundation for understanding her client’s needs and challenges.

Interested in having MJ speak at your next event or present a seminar or workshop? Contact Us

Next Public Workshop
April 23, 2009
Telephone Courtesy & Customer Service: It's Everyone's Responsibility
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A Positive Workplace Means Business™
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