I was recently commissioned by a client to carry out telephone research on how her staff and other nurseries in their locality answer initial queries from prospective parents. Sadly, I was not surprised by my findings, having done this before for other clients.
With this in mind I would like to share my initial thoughts on my experience and how you could improve your staff awareness in handling telephone queries from prospective parents:
Answer the phone so that the caller can hear the smile in your voice. Do not answer the phone as if the world is coming to the end in five minutes.
Say ‘xxxxx nursery, Barack speaking, how can I help you……’ don’t say ‘Ello, or Eh’.
Make sure that the member of staff has a pen and note pad to hand or, more importantly, an initial enquiry form (please contact me if you would like a copy of an initial enquiry form –