01 March 2012

Make Phone Skills Top Priority in Your Customer Service Strategy

In most cases, a phone call is the gateway between your marketing hooks snagging you a lead and a firm customer commitment. Those critical moments when your customer service agents are on the phone fielding questions from an individual interested in giving you their money can make or break a sale…and on a grander scale, make or break your bottom line.

In fact, being great on the phone was deemed one of Inc. Magazine’s Top 7 Finishing Touches for Your Customer Service Strategy.


“As soon as the telephone rings three times, you are beginning to build distrust in your callers,” said Leonardo Inghilleri, co-author of Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization. “If you don’t answer the phone promptly, I don’t know what you can do well. Your hold time—no more than 30 seconds. Abandoned calls—the moment you hit 10 percent, you are losing business.”