Canadian Electrical Industry News Week

 

Sept 30, 2018

Jeff MowattBy Jeff Mowatt

If your customers aren't impressed by you or your co-workers on the telephone, they can switch businesses by merely hanging up and dialing the competition. So, your telephone skills can have a significant impact on your business and your career.

To find out how you and your co-workers are perceived, take this telephone test. While you’re at it, have a friend make a “mystery call” to see how your fellow employees measure up.

 

 

1. How long does it take you and/or your switchboard operator to answer the phone?

a) 5 rings or less
b) 3 rings or less
c) under three rings

After two rings, callers are wondering what’s going on. Your phone should be answered in person by the second ring or by your voicemail system by the fourth ring.

2. Do you answer your phone with any of the following?

a) “Hello.”
b) “(Company name only)”
c) “(last name only)”
d) “Good afternoon, this is (your full name), how can I help you?”

All of these greetings have flaws. A, B, and C are too abrupt and don’t provide enough information. D is too wordy and dissuades callers from identifying themselves because it encourages them to get to the point rather than saying their name. Plus it forces you to check the clock to see if it’s before or after noon. A better greeting is, “Thank you for calling ABC Company. This is John.” If you are taking a call that’s transferred to you, then always identify yourself as you wished to be addressed. Whether you choose to identify the department is optional.

3. Have you ever said, “Please hold” to a caller?

a) yes
b) no

Never put a caller on hold without asking for their permission, and then waiting for their response. Putting customers on hold without their consent is a sure-fire formula to lose customers.

4. How long does it take a person on hold to become annoyed?

a) 2 minutes
b) 30 seconds
c) 1 minute
d) 17 seconds

Studies show that after only 17 seconds, callers on hold become annoyed. The exception is when the greeter explains why the caller is being asked to hold and provides the estimated time required. Knowing beforehand how long they can expect to wait reduces the chance of annoyance, particularly among long distance and cellular phone callers. Another option to prevent frustration is to offer the caller the choice of either holding or hanging up and having their call returned within a brief, specific time period.

5. When you’re talking on the phone while a visitor walks in, who gets priority?

a) the visitor
b) the caller

The person who made the effort to show up in person gets priority. That means you need to interrupt the caller. The quickest way to get that caller’s attention is to use their name. “George, I have someone who just walked in. Can I ask you to hold for a moment?” Wait for their agreement. Then acknowledge the visitor, tell them you’ll be a moment, and wrap up your telephone conversation.

If you’re talking to a customer in person when the phone rings, then get someone else to answer the phone, or use voicemail. Abandoning customers to answer the phone is downright rude and is a guaranteed way to lose customers. As obvious as this seems, it’s one of the most common blunders in customer service.

6. When receiving a call for a co-worker, how are you most likely to respond?

a) “Susan’s not in right now, so I’ll have to take a message.”
b) “Susan’s still at lunch. Can I take a message?”
c) “Susan’s should be back soon. Could you call back in about 15 minutes?”

All of these statements have flaws that make the greeter sound unhelpful and unprofessional. Consider each response.

Response a) “I’ll have to take a message” makes it sound like an inconvenient chore. Instead, change two words: “I’ll be happy to take a message.” The bonus is that you don’t work any harder but you convey the impression of someone with a terrific customer service attitude.

Response b) It’s completely irrelevant that the co-worker is at lunch. The caller might be thinking, “That’s a long time to be at lunch.” It’s also irrelevant whether your coworker is “in a meeting” or “with a customer” or “busy”. The only relevant information is they’re not coming to the phone. Therefore, “Susan is not available right now” is the most appropriate response, followed by, “I’d be happy to take a message.”

Response c) Asking a caller to phone back later gives the impression that you’re too lazy or disorganized to take a message. This gives a potential customer a terrific excuse to call your competitor. ’Nuff said.

The training solution

If you’re like most managers and business owners, you’ll probably find that when you assess the phone practices within your organization, there’s room for improvement. The good news is that with just a little training, it’s easy to develop the skills that ensure that your customers keep coming back.

This article is based on the bestselling book, Influence with Ease by Hall of Fame motivational speaker, Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com.

 

Changing Scene

  • Prev
  Eaton is pleased to announce the appointment of Rahul Duggal to the position of Product ...
Is it possible for the Ideal Nationals competition to be even more exciting? That question will be ...
The Solar Energy Society of Alberta and Energy Efficiency Alberta, in partnership with the ...
Nat will develop and execute on key sales strategies along with leading his team to drive strong ...
John MacDonald (better known as Satch) has decided that he will retire from Ideal Supply at the end ...
Aspiring skilled trades participants recently descended upon annual Skills Competitions held in ...
Join WiRE and partners 20/20 Catalysts Program and the Aboriginal Apprenticeship Board of Ontario ...
A new program launched by Nova Scotia with federal government support will provide rebates of up to ...
The National Electrical Contractor Association announced on June 18 that Southwire has been ...
Located 160 kilometres west of the Porcupine mine in Chapleau, Ontario, Borden is set to be ...

Electrician Forum Brought to you by Schneider Electric

As industry experts you know the products you use everyday better than anyone and should have input on what information you receive about products and what could improve them.

Therefore, we want your insight on the biggest challenges or issues you face when installing loadcentres, breakers (CAFI, GFI's…) and other surge protection devices. We ask that you do not provide product specific details but rather your general issues and concerns or any questions that have come to mind while working with these product types. Provide us with your valued expert insight into the issues you have faced so manufacturers can better inform you about the installation and use of these products. Lets generate some discussion that will help guide the Industry.

Make your comments  HERE

 

Codes and Regulations Brought to You by the CSA Group

  • Prev
In this article: Section 58 — Passenger Ropeways and Similar Equipment. Rule 58-000 ...
  Unauthorized CSA Group certification marks have been found on wiring by Triumph Cable ...
In this article: Section 52 — Diagnostic imaging installations. The CE code is a ...
In this article: Section 46 — Emergency Power Supply, Unit Equipment, Exit Signs, and ...
  In this article: Section 44 — Theatre Installations. The CE Code is a ...
CSA has published C22.2 No. 60947-7-3, the harmonized standard for low-voltage switchgear and ...
  Electric welders. The CE Code is a comprehensive document. Sometimes it can seem ...
  In this article: Section 40 — Electric cranes and hoists. The CE Code is a ...

 

Cloud

There has been a lot of talk about cloud computing and Software-as-a-Service (SaaS) models these days but both are relatively new to the lighting industry. Let’s take a look at what they are as well as their roles in commercial lighting.

What is cloud computing?

Cloud computing is the on-demand delivery of compute power, database storage, and applications via the Internet with pay-as-you-go or subscription-based pricing. Cloud computing means that instead of all the computer hardware, software, and data that you are using sitting somewhere inside your company’s network, it’s provided and managed for you as a service by another company and you access it over the Internet. 

Read More



Tools for the Trade

  • Prev
  IDEAL Industries has introduced Combination Drill Taps to its tool lineup. Combining the ...
  Stripping and crimping device, 100 - 240 V input voltage, for insulated ferrules with a ...
Professional all-in-one cutter/stripper for coaxial and twisted pair cables     ...
  Klein Tools' Coax Explorrer 2 tests coaxial cable and maps up to 4 locations   ...
  Ideal Industries' T-14 wire stripper s are ideal for all professionals working within the ...
  The ATS850 conveyor eliminates all types of electro static discharge requirements. ...
  Lorik Tool & Automation has the experience and ability to manufacture a variety of ...
  Ideal Industries' 26 piece insulated Journeyman kit is ideal for new electricians or for ...
  Klein Tools Deluxe Fish Rod Set comes in 19 pieces that when assembled can fish wire and ...
  BendWorks Software was designed to help electrical contractors adopt this new process ...

Product News

  • Prev
  Eaton has announced expanded fixtures, controls and accessories for its Halo ...
  The HALO Home Internet Access Bridge (Bridge) enables you to control your HALO Home ...
  The wireless receptacle is an integral part of the WaveLinx Wireless Connected Lighting ...
  The latest in label creation software,  Brady  Workstation has revolutionized ...
Brady’s new ToughStripe Max floor marking tape is ideal for high-traffic areas where sliding ...
  Strip, cut, twist, shear and crimp with one tool. Features four dedicated crimpers for B ...
  The ultimate in UL listed and CSA certified watertight, direct burial ...
  The IDEAL Stripmaster® Model 950™ Wire Stripper is an electrically operated, ...
   Arlington’s zinc MC cable fittings, for dry locations, are convenient and ...
  Suitable for installation in cable trays in dry, damp and wet locations or for direct ...

 

Peers & Profiles

  • Prev
  In a recent sit-down Electrical Industry Canada was able to learn a little ...
David Johns is a unique and dedicated individual both at home and in the workplace. At home he is a ...
    Sean Freeman is a vibrant, enthusiastic and selfless individual who has taken his ...
  Automation companies are drivers of innovation, and have penetrated near every industry ...
Total Electrical Solutions was founded in 2013 by Jeremy Herrington in Quispamsis, on the outskirts ...
Andrew MacLeod is a territory sales manager with Leviton Manufacturing of Canada in British ...
  Floyd Lau founded Amptek Technologies in 2002 as an end to end engineering design ...
Mike Marsh, President and CEO of SaskPower, has been a leading figure in Saskatchewan’s ...
Gordon MacDonald is a cheerful, driven individual who loves to be challenged, a trait that suits ...
  Most of us have a difficult enough time managing one job and a home life. However, some ...

Copper $US Dollar price per pound


 

Jean-Marc Myette

By Line Goyette

Meeting people in our industry often comes with surprises. This was the case with Jean-Marc Myette, Business Development Manager of ABB’s Electrification Products Division and chair of the Board of Electro-Federation Canada’s Quebec section. Not only does he know the electrical industry down to the most minute product and technological innovations, he is also a professional car racer on sabbatical, and someone very involved in his business community and personal life.

Read More

 

 

Kerrwil Publications

538 Elizabeth Street, Midland,Ontario, Canada L4R2A3 +1 705 527 7666
©2018 All rights reserved

Use of this Site constitutes acceptance of our Privacy Policy (effective 1.1.2016)
The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Kerrwil