FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
June 17, 2004 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – Anyone in the utilities industry who takes calls from
customers and has personal voice mail must understand that their recorded
message makes a powerful first impression.
“The quality and tone of your message are a direct reflection of who you are and
how you do business,” says David Saxby, president of Phoenix-based Measure-X, a
company that specializes in helping utilities improve their customer service and
sales. “Provide meaningful information in a positive, concise fashion and you
will demonstrate respect for your caller’s time.”
Saxby offers the following
tips on how to create a favorable impression through voice mail.
Don’t Make Customers Wait to Leave A Message. Set
your voice mail to answer in three rings or less.
Give Your Voice the Appropriate Tone. Make certain
your tone of voice is enthusiastic, sincere and pleasant.
Record Your Message Standing Up. “This will
increase your energy, which will be reflected in the tone and quality of your
voice,” Saxby says.
Smile When You Record Your Message. “Smile
throughout the entire message,” Saxby suggests. “If it helps, look in a mirror
as you record your message.”
Don’t Say “I’m Away.” People know that when they
get your voice mail, you are unavailable, so there is no need to say, “I’m away
from my desk.”
Put A Value On Why You’re Unavailable. Give a
meaningful explanation for why you can’t take their call. Say something such
as, “I’m either on the phone or helping a customer.”
If You’re Gone Awhile, Say So. “If you’re out of
the office for an extended period, state that on your message along with the
date when you will return,” Saxby says. “Make certain upon your return that you
change your voice mail.”
Let Callers Know You Value Them. “Ask them to leave
their name and number,” Saxby notes. “If possible, tell them when you will
return their call.”
Give A Short Time Frame for Your Return Call, If you
Can. If your availability is such, here is a powerful message: “I’d love
to talk to you, so please leave your name, number and a message and I will call
you back within two hours.” Don’t be that definite if you can’t be certain you
can return a call within a specific time frame.
Tell the Caller What to Do If They Can’t Wait.
“Instruct your caller about what to do if they cannot wait for your return
call,” Saxby says. “For example, refer them to the operator or another
individual where you work. Provide instructions on how to reach that person.”
What About E-Mail? Another good touch is to
encourage the caller to e-mail you if that would be helpful. Of course, be sure
to give your e-mail address in your message.
Review Your Message. Listen to your message
objectively. If you don’t like it, chances are your caller won’t either.
“The tone and quality of your voice mail message state
volumes about you,” Saxby says. “Make certain it is a positive reflection of
who you are.”
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X,
call 888-644-5499 or visit its Web site at www.measure-x.com.
