Viper Networks Opens First Retail Store
Author: Govt
Just as a dress code, office design or responsive service gives customers
an impression of a company, so does its phone system. "A well-designed
phone system is fast, easy to use, cost effective and, most important,
`caller-friendly,'" claims Maria DeMarco, director of California-based
Pacific Bell Voice Mail. "Pinball phone systems drive callers crazy --
torture by telephone is definitely passe."
The key, DeMarco notes, is keeping your caller in mind -- whether
you're planning a simple voice mail system to take messages or a
sophisticated "voice processing" system that lets people choose from a menu
of recorded information. "Some companies approach voice mail as a way to
reduce headcount, and that's a good side benefit. But the real benefit is
for customers. A well-designed system becomes a productivity and customer
service tool."
DeMarco offers some tips on the subtleties of designing voice mail
systems.
1. Stay on top of it. Update your voice mail greeting frequently and state
the date, which lets callers know you actually use the system. Tell
callers you check your messages frequently so they have confidence you'll
get their message and return their call. "And then do it," DeMarco urges.
"If you don't return calls, pretty soon people won't bother to leave
messages."
2. Avoid "voice mail jail." That's when callers bounce from message to
message and can't reach a live person. If this happens, people rightly
feel as if they're getting the runaround and that you don't value their
call. If possible, give callers an easy way to transfer directly to a
receptionist at any time by pressing one or two digits on their phone's
keypad. "But be sure the person to whom the calls are being transferred
will be available," emphasizes DeMarco. "It's even more annoying to
tra....[MORE]
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March 18, 1996 -- SUNNYVALE, Calif.--(BUSINESS WIRE)--March 18, 1996--For all those people faced with communicating in many different ways -- whether by telephone, fax, ...
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