With a nod to the popular TV show “Undercover Boss”, here is an idea. Want to see and hear what your customers and prospects do? Try contacting your office. Let’s try the phone first.
Do you have an “automated menu” (with option after option)? If so, can the caller opt out quickly by touching “0” for the operator? If you don’t have the direct dial extension and need to use the company directory, is it easy to use? If you are put on hold, what do you hear (music, a commercial, nothing?). And how long are you left on hold?
Try it out and see what you think. Maybe you will be impressed. If not, corrections are easy to make and instantly noticeable to all who call in.
February 8, 2013 - 1:50 am
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