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Good afternoon. How can I help you?

December 8, 2008

Are you listening to your customers? Are you there for them?

Do your customers always have to go through a phone-tree before talking to a live person? If a random person calls from Baltimore with a question about your product but your Maryland sales rep is out until tomorrow, does your operator put the potential customer into his voice-mail or forwarded to your rep for Texas because she just got back from lunch? Is there a difference between an automated phone-tree and a misdirected live one?

Are you paying expensive experts for market research, surveys, studies, etc. in an attempt to learn what the customer might want from your product but discouraging their free, willing, and applicable feedback on your current products through a cumbersome customer service menu, long hold-times (more than 30 seconds), or (gasp!) an email form and an unpublished phone number?

Is it easier to sell to a new client or make a sale to an existing client that’s treated well and happy with your products?

Just a few things to think about when deciding how to answer the phone.

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