Chat with "Conversational Receptionist" Site ... Old 84 year old Sam Kegley dislikes Telephone Systems

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Chat transcript on conversational.com started on Wednesday, July 05, 2017, at 13:26 (GMT+0) Inbox x Conversational <db9b9012425811e79d2197fb9d4abb00@tickets.tawk.to> 9:54 AM (2 minutes ago) to me Chat on conversational.com Conversation started on : Wednesday, July 05, 2017, at 13:26 (GMT+0) [13:30] Sam: Name : Sam Email : skegley.kegley@gmail.com [13:30] Tanya has joined the conversation [13:31] Tanya: Hello sam, Thank you for contacting Conversational. [13:31] Sam: Has anybody heard of or read "UP the Organization" by Robert Townsend? [13:31] Tanya: No I am not familiar with this [13:33] Tanya: Are you looking for details on our services ? [13:33] Sam: I hope to chat about telephone systems causing frustration [13:35] Tanya: Automated phone systems certainly cause much frustration to a business's callers. Most want a live person answering those calls to ensure they are routed properly and their problems are being heard [13:38] Sam: Yes, Robert Townsend was CEO of Avry years ago and their motto was We are No. 2 - We try Harder. In Up the Organization and Further Up the organization he touted the receptionist/operator ads being so important to business. Often the initial contact between the customer (The business's most I'm[portant part) and the company. [13:40] Sam: Systems save employee costs but lose customers. If warranted they should have a very minimum of 'stops by robots' before they reach a live human being. [13:40] Tanya: I could nto agree more [13:41] Sam: How does the message get to businesses who use the robots? [13:42] Tanya: normally through email ..... if the automated system routes the callers to voicemail [13:42] Tanya: however robots cannot tell you what your clients needs are or answer their at times even most basic questions [13:43] Tanya: and they move on to the next business in the directory that they get live human contact with who will quickly provide those answers [13:44] Sam: The systems have become a pompous way f telling customers that their time is not so important as that of the business. [13:45] Tanya: Yes many companies need to value their clients more and start thinking of customer service first [13:45] Tanya: your front line people are the heart and soul of any company [13:48] Sam: PDQS- The customer wants Price Delivery Quality anTarget, etc. and pick up the [product with knowledge of Price and Delivery. If the producer fails to give quality or service he is very liable to lose that customer forever! [13:50] Sam: I likje your 'front line' comment. Admiral Grace Hopper had a common cement line: "Soldiers don't want too be managed into battle. They want to be led into battle. The 'front line' is where the battle is. Send well-trained soldiers to meet the customers! [13:53] Tanya: I think that is a great way to say it. © 2017 Conversational Receptionists Click here to Reply or Forward 11.34 GB (75%) of 15 GB used Manage Terms - Privacy Last account activity: 0 minutes ago Details