Your MSP company needs to have good manners when it comes to phone conversations. These can be faceless, and so rudeness can be imputed where no rudeness was intended. You need to establish protocols informed by your MSP’s corporate culture pertaining to telephone interaction with existing, as well as prospective clients. Several tips to consider include the following:
- Facilitate consistency
- Do not interrupt; do Inform
- The value of holds and transfers
Your MSP company needs to be a “known quantity”. When your company receives calls, those who answer should do so in a professional way that is limned in positiveness. A call flow can be a good strategy to start with. This is essentially a script outline that helps those in sales or otherwise direct callers down the right avenue. Sometimes, they need to talk to sales, sometimes retention, sometimes management. Just be consistent.
Do Not Interrupt; Do Inform
Clients who can’t seem to shut up have something to say, and you’re going to have a lot less difficulty interacting with them if you just let them get it all out. Once they’ve exhausted whatever they’ve decided to say, then you inform them. Always provide useful information, and listen when logorrhea defines a customer’s interaction. When you listen, you can respond appropriately.
The Value of Holds and Transfers
It’s better to put a client on hold rather than hem and haw while you click around a database. Also, if you don’t know the answer to a question, get them transferred; just ensure you transfer them to the right department. That requires listening. Do not give those who call your MSP the runaround.
Proper Phone Etiquette
Your MSP company must maintain consistency in communications. Don’t interrupt those who call, do inform them, and learn when it’s appropriate to hold or transfer. You can do much good with your phone etiquette, but poor etiquette can cost you. Ensure you establish appropriate telephone protocols.