Survey

Who's Getting the Phone?

Using an automated phone system can theoretically save you time, but if it’s not managed well, a never-ending phone loop can be obnoxious for customers. We want to know how you deal with phone calls.

You may respond by completing the postage-paid card inserted in the magazine, by fax to 315-789-4263, or by e-mail to stacy@fwpi.com. In the meantime, read “Is Calling Your Store Easy For Customers?” on page 78 and “Is Managing Your Voicemail Easy For You?” on page 81.

1. Do you have an automated phone-answering system?
a. Yes
b. No

2. Do you have voicemail?
a. Yes
b. No

3. Do you have a toll-free phone number?
a. Yes
b. No

4. Is your phone number printed on your bags?
a. Yes
b. No

5. Are you planning to implement voicemail or an automated phone answering service in the next year?
a. Yes
b. No
c. Not sure

6. Do you have a specific greeting that staff members should use when answering the phone?
a. Yes
b. No

7. Do you have a method for limiting the length of time someone is kept on hold?
a. Yes
b. No

8. Do you set aside a specific time to return phone calls?
a. Yes
b. No

9. Comments?

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