The Power of Answering the Telephone Properly

Have you ever called another business or organization and heard something like this,
“ABC Company.” That’s it, nothing else. How did it make you feel? Probably not very welcome.
Yet, this type of a response is repeated day in and day out all across the country.

When it come to differentiating your public school district as one that is exemplary, the telephone is the place to start. It has been shown that your callers are forming an opinion of your organization based on the way your telephone is answered within the first six seconds. That opinion can be a positive or a negative one. If it is the latter, don’t expect to make the kind of an impression that will lead to attracting new students or retaining the ones you already have.

The main reason the telephone is answered in a positive or a negative way in school districts is because of what leadership will tolerate. The superintendent or principle is responsible for making sure that the telephone is answered properly each and every time it rings. If leadership makes it a priority it will be a priority.

Here is simple format to use when answering the telephone. 
“Good morning, ABC Public Schools,  “This is Mary. How can I help you?” A variation of this is
“ABC Public Schools, This is Mary. How can I help you?” The difference between the two examples is rather than using the words “good morning”, the person answering the telephone can use his or her voice inflection to communicate their greeting.

Please note, it is critical that the person answering the phone identifies themselves by giving their name. Your parents and community members want to know there is a real person answering their phone call and not some nameless entity. By having the employee give his or her name to the caller, it demonstrates the desire to be personally accountable to satisfy that person. Your parents or community member like to know that if they need to call back about this particular concern, they will know a person on a first name basis who is familiar with their situation.

By making sure that all of your staff at each one of your schools uses this simple formula on a consistent basis, you will maximize the way you communicate your school system’s professional image. It will be a constant reminder to the people you serve, that you and your school system are committed to excellence, and stand out from the rest.  

For more information on how Tom Borg Consulting, LLC. can be a speaker for your next in-service day or consult with your school district to help it attract and retain more students please contact our office at 734-404-5909 or email our office at TomBorg@TomBorg Consulting.com