Answering the Phone

Policy

All GeekHampton employees answer the phone and follow these procedures for transferring calls and taking messages. All employees carry a phone or answer one of the stationary phones.

Procedure

Basic Greeting

Please use an upbeat tone when answering the phone. 

All employees answer with the greeting, “Good morning (afternoon or evening)! Thank you for calling GeekHampton. This is (your name). How can I help you?”

 
 

Person Requested is Not Available

If the client asks for someone specifically, and that person is not available say, “He/She isn’t available right now. May I help you with something?”  Send an email to the person they originally asked for and let them know that the customer called even if the problem is solved. 

 
 

When we don't have what the customer is asking for

If the client asks about a product or service we do not currently offer, maintain a pleasant tone and consider whether there is another way we can help them. Simply replying, "No" or "No, we don't" can come across as rude or abrupt and is rather unhelpful! Sometimes customers think they need a particular product or service and don't know about the other options available to them. This is an opportunity to make a customer happy!

 
 

Placing customer on hold

The phone needs to be answered. If you are helping a customer and no one else is available to answer the phone, answer the phone and ask the customer on the phone to hold for a moment. Explain that it may take you a moment as you are assisting a customer in the store and do they mind holding? If they don’t want to hold, take their name and number and call them back. Do not leave the customer hanging on the phone indefinitely.

 
 

Transferring calls

Always ask for the customer’s full name and what business they are calling from before transferring the call to another staff member.

Taking messages

 
 
  1. ALL messages are emailed to the appropriate person.  Always include the AREA CODE with the phone number.  If the message is for Mike, it is important to include the physical address because he is out in the field.
  2. If the call is from a new client or someone requesting an at-home or office appointment, put ALL information (name, address, and phone) in Contacts. 
  3. Include ALL the information from the call in the email. Include the customer’s name and phone number including area code in the subject of the email. Put their physical address in the message area of the email and if they prefer to be contacted by email than by phone, include their email address as well. Make sure you are sending the email from your email address.
  4. If the customer/client is in crisis, and the message is for Sheryl or Mike, text the message to them as well as email.
  5. If the call is regarding a repair in progress and no one is available in the tech room, email the message to the appropriate person, then put the message in the “Internal Notes” field of the SRO and time stamp it.
  6. When sending messages to Mike about off-site visits, Sheryl must be CC’d on the email. If sending messages to Meaghan or another teacher about a lesson or class,  Amy should be cc’d on the email.

 Troubleshooting over the Phone – Remote Support

  1. Many customers will call with what appears to be a simple question, but may actually be more complicated than they realize. If by the customer’s description it sounds like it will take more than two minutes to answer or solve, let the customer know that you are happy to help them and that we have a $145/hour remote support charge with a 15-minute minimum, which works out to about $40. Offer the option of coming in to the store for a GeekBar visit at $25 for 15 minutes. 
  2. To charge the customer for phone support: Enter Remote Support as the item in LightSpeed. We can take a credit card over the phone for remote support and then email a receipt to the customer.  Be sure to collect all customer information including full name, email, and phone number.