One way to make effective use of both a live answer, and an auto-attendant system, is to use the Auto-Attendant as a backup. Rather than letting the phone ring when your normal receptionist is busy, hoping that someone else will pick up the phone, direct it to your Auto-Attendant. The really beautiful thing is that most phone systems include a basic Auto-Attendant in them, so it’s simply a matter of turning it on or setting it up.

Here’s a significant advantage: your receptionist knows how to direct callers efficiently to the correct places. If that person is busy, and you allow the phone to ring to whomever might answer, not only will you take someone off-task, but that person isn’t used to answering the phone. The greeting that person uses, and her familiarity (or lack of) with routing calls could provide a negative caller experience.

Using an Auto-Attendant as a backup, you get the advantage of a live person answering the phone, while still covering that person when call volume is too much for her to handle, or she is simply tied up with another caller.

Using the Auto-Attendant also gives you the opportunity to highlight a special or promotion that the customer may not have known about. Pizza shops use this opportunity quite a bit to play their weekly special to callers BEFORE they answer the phone live to take their order. Those pizza shops that take advantage of this tool experience a tremendous uplift in advertised items, like extra garlic bread, drinks, and desserts.

Ask how you may direct the person’s call, unless you can answer his or her questions

One thing a lot of companies do that frustrates callers is asking, “How may I help you?” when really what they mean is, “How may I direct your call?” Those greetings give two entirely different meanings to the caller.

The first says: “I’ve reached someone who can bridge between myself and this company, probably looking into any records the company has about me or my purchase, and can probably make a decision regarding my concern.” If that’s truly the case with whomever answers the phone at your business, then including, “How may I help you?” in your script is great.

However, more often than not, when we hear that question, all the person is really authorized to do is transfer your call to someone else who does in fact have the ability to find you in her computer. Do you see the difference? When you hear someone answer with, “How may I direct your call?” you instantly know that this person won’t be the one helping you solve your problem, or answering your question, but she very likely will be a big help in getting you to the right person. The more obscure your question, the more you need this person’s help and knowledge of the inner workings of the company in order to transfer you to the right person. “How may I help you?”, if spoken by someone who really just wants to transfer the call, will cause customer frustration!

So pay attention to these minor word differences when crafting your phone answering script…they can make a big impact on the service you deliver over the phone.

Keep a Notepad Handy

Always keep a notepad and pen handy near your phone. When you use it every call, you’ll begin capturing really important information. Start with the name of the caller as soon as he gives it. This way you can use it during the conversation. Use it to refer back to the call, or when transferring the call to someone else.

If you use a flip-notebook, you’ll easily be able to go back and find a name, phone number, or detail that you need later.

One of the things that is really neat about Click and Clack, the Car Talk Guys, is that they use the caller’s name quite a bit, and they deal with a tremendous amount of information on each call! They don’t just remember all that stuff…they’re writing it down as the call happens!

Start doing that yourself and you’ll sound like a hero to your callers!

Be Genuine

When you answer with genuineness, you make a quick human connection with the caller. This connection will make the caller feel more comfortable, especially if he is unsure of whom he needs to talk to, or what he should ask for.

Being genuine means concentrating on the present. What’s important right now? Answering the phone…connecting with your caller. Make that personal connection.

Connect with Interest

Because the caller can’t see you, it’s even more important to convey the cues to him that you are glad he called, and you are ready to help him.

Answer with a question mark at the end of your greeting…your voice going up slightly at the end…inviting the caller to say the next thing. You can do that whether you say, “Hello?”, “How may I help you?”, or you answer with your name, as in “This is Chester?” We’re going to look at how to choose what you say when you answer the phone in the next section. Just remember that you want to invite the caller to participate with you in the conversation. Make him or her feel welcome.

The best way to convey cheerfulness on the phone is to be excited about answering it! When I was a kid, every phone call was an event. My sister and I raced each other to the nearest phone, knocking down tables, leaping over toys, and diving or sometimes sliding around the corner…arms reaching to grab the phone. And yet, as out of breath as we may have been, we would somehow be able to control the breathing, control the excitement of getting there first, and answer the phone with a clear “Hello?”…and a solid question mark on the end of the word.

Even when you don’t feel especially happy, it’s hard NOT to improve your mood by simply lifting up the corners of your mouth. Go ahead…try it now! Now with a great big smile on your face, try to be angry! Go ahead; I dare you! The reason smiling works is because the human body associates physical responses with associated emotion. So when you smile, it automatically lifts your emotions, in turn making you happier!

Remember this…happiness is frequently a choice. So make up your mind to be happy…BEFORE you pick up the phone…even if it’s for the ninety-eighth time today!