Minding Your Telephone Manners



 

Helpful Ideas For Your Business

Minding Your Telephone Manners

Because most of us conduct business by telephone, having exceptional phone manners is a key to landing sales and obtaining repeat business.  The voice answering the phone represents your business.  From the way we answer our phone, to the way we hang up our phone can leave a positive first impression that is reinforced with a positive ending impression.  Annoying things to callers include being placed on hold, not having basic information or being ill prepared to take the call.  Other failing points include not being friendly and being brisk to get the call over with.  Here are some tips for the successful use of the telephone to conduct business.

The Greeting

If a client was standing before you at a counter, you would of course smile and greet the customer you are about to serve.  Do the same by phone and your smile will come across the line.  Try to answer the phone within three rings.  One ring is the ultimate in customer service.  Make sure you clearly identify your business name and your name as you answer the call.  If you must place a call on hold, always ask, “Would you mind if I put you on hold”?  They may not have time.  You can always take their name and number and call them back.  If you have to place a call on hold, make it as brief as possible.

 

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Why PCI Compliance Exists



 

Why PCI Compliance Exists

You may have been assessed a $30 monthly penalty for failing to maintain a PCI Compliance Certificate with your credit card processor.  That $30 does not go to your processor but rather to the acquiring banks who assess the fine to your processor, such as Chosen Payments who then passes it on to you, the merchant.

In 2006, an independent body was created by Amex, Visa, MasterCard, Discover and JCB to effectively try and reduce credit card fraud caused by the poor handling of credit card information by merchants and their employees.  On a grand scale, think of Target and its data breach of nearly 40 million credit card numbers from their internal computer servers.  This should paint a pretty big picture of why the need for PCI compliance exists.

 

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