| > Voice mail is a fact of life. Using it appropriately by leaving complete messages get the best and most prompt responses. > Leaving detailed daily greeting on voice mail so callers have an idea what to expect in terms of response and options for redirecting questions. > People who, when transferring callers, stay on the line until the transfer is completed. > Ask before transferring a call if they want to leave a voice mail in case the transfer fails. > Provide the direct number of the target of a call transfer before the transfer in case the transfer fails. > Thanking callers for calling. |
| 1. Upbeat receptionists that are always positive when you call; even when the person you are calling is busy or it is just busy in general. 2. People that (when leaving voice mail messages) indicate the reason for their call. This allows me to get information prepared in advance of calling back. |
| 1. Caller ID that works! 2. Trained receptionists that don't waste your time and keep you informed. |
| 1. Friendly and professional receptionists. 2. Prompt callbacks. |
| 1. Just getting down to business is always good |
| 1. Those humor recordings that some companies have when you are put on hold. 2. Being able to solve problems immediately with someone sitting 3000 miles away from you. |
| 1.Checking back in a timely fashion if you are put on hold. 2.Directing your call to a competent party if the party you called is not available. |
| 5 stars to company's that use a LIVE receptionist. |
| A cheerful receptionist that checks back when I'm on hold |
| A cheerful and pleasant personality on the other side of the phone. |
| A cheerful operator on the other end of the line that remembers your name. i.e.: Bev Hires at Richmond International. |
| a cheerful receptionist |
| A courteous receptionist that is efficient. A voice mail system that is informative. |
| A friendly receptionist. |
| A friendly receptionists are a commodity. One with a great personality can make the wait bearable. |
| A friendly, personable receptionist. We have 2 customers that I constantly compliment on their receptionist's professionalism and the great first impression that is made. |
| A good receptionist can change an attitude or make someone look forward to placing a call. Worth her weight in gold. |
| A good receptionist makes all the difference. |
| a good receptionist, who is pleasant and knowledgeable about their job |
| A good receptionist. |
| A good voice mail system is a life saver, as is e-mail when you can't contact someone. |
| A happy pleasant voice at the other end. |
| A little information, he is on the phone? he is gone. Just knowing if he is in. |
| A live receptionist that answers the phone |
| A live receptionist who recognizes your voice and calls you by your name |
| A live receptionist/operator. I believe that the last company with live receptionist. will get all the business. |
| A live voice giving options and offering to help or redirect the call if appropriate. We mandate that an incoming phone rings no more than 2 rings before EVERYBODY starts reaching for the phone. Reminder button alerts the person when call has been on hold after 30 seconds |
| A majority of people are polite, return calls etc. and dealing with them is not a problem. |
| A nice person who is understanding |
| A nice pleasant voice on the other end |
| A person with pleasant voice |
| A polite, informative response from the person answering the phone e.g. ' John has just picked up a line but the call should be brief. Would you like to hold or could I have him call you back ?' |
| A real person with a sincere, positive attitude. |
| A receptionist |
| A receptionist that has the sense and phone manner that makes you feel as though you are important and will help in any way that she/he can. |
| a receptionist that you can develop a relationship with that will help you get through when she knows your call is important and the person you called is being hung out by a less important call. |
| A switchboard operator who frequently checks back with you while on hold |
| A voice that says hello in a nice manner & takes care of you. |
| A warm body answering the phone |
| After calling a company for months, years, or any extended time its very nice to develop voice recognition and place names to individuals. A little more personal touch helps, I think. |
| All calls must be answered regardless of the situation everyday of the call |
| All in all most people are polite, friendly and respectful when on the phone. |
| All negative, sorry |
| All those companies that still utilize a system with a live, intelligent, and 'friendly' person on their switchboard. |
| Almost all of the time people are pleasant and helpful |
| An efficient telephone operator can be a delight to encounter and is a valuable asset to any company. |
| An operator that remembers my name from my voice. |
| Answer machine or answer service works will if the party will ask the question so when you call back you have the answer. |
| Answers with in three rings, pleasant friendly voice, called party connected within 2 min or returns call promptly |
| Any company who actually has a human answering the 'front door.' |
| Any pleasant, professional receptionist can make a call less frustrating |
| Any receptionist that will help you reach your party. |
| Any receptionist who will help me to get in contact with the person I need. |
| Anyone who returns their calls via phone or e-mail promptly. |
| Anytime a genuinely cheerful person answers the phone, it speaks volumes for the company that they represent! |
| As above, when someone knows you are trying to meet a deadline and they find they are unable to give you what you need by then, they call you and let you know what's going on. |
| Asking for a call-back, rather than wait |
| Attentive and friendly operators |
| Automated phone systems |
| Automated systems that allow human contact. Staff who treat a caller like he's welcome, who make sure your reason for calling is addressed one way or another. People who make sure your directed the right way, even if you have the wrong department/location. |
| Automated systems that are well laid out and not dead ended, such as giving a number to get to an attendant so you are not stuck in a system, and having a directory that is up to date and accurate. |
| Being checked by someone when on hold. Phone being answered by a real person. Getting 'Please' and 'Thank you'. |
| Being given option when someone is not available. |
| Being given the choice to hold, go to voice mail or if someone else could help |
| Being given the option to hold before going into the voice mail system. |
| Being on the phone, you can feel the other person. You can cover vast territory. You are able to manage problems without leaving your office. |
| Being prompt and knowing what you are looking for during a call. |
| Being recognized and put in touch with the customer. |
| Being told the person needed is currently with someone else, and given options for contact. Being checked back with frequently and updated about contact if placed on hold. |
| Being told when my party will be back is unavailable at this time. |
| Business calls that are concise, accurate and have had prior thought. |
| Business that answer in person and give feedback regarding a person's availability, etc. |
| Businesses that have a line open for preferred customers/suppliers only |
| Businesses that have a real person answering the phone, that are very professional, knowledgeable and pleasant to talk to. |
| Businesses that make sure all issues/questions are addressed and taken care of if possible before hanging up. |
| By phone you are able to build the relationship you have with your customer by talking about things they like outside of business. You can also learn more about your customers over the phone... |
| Call backs are always good |
| Called parties that have a direct line answered without going through operator. |
| Callers who identify themselves and their organization first up; callers who speak clearly; callers who have a smile in their voice |
| Callers who identify themselves when you answer. |
| Calling and reaching a live person instead of a machine. |
| Calls being answered within one or two rings. Given the option to leave a voice mail message. Helpful, courteous, person that answers the phone. |
| Calls returned quickly with the correct information |
| Calls that are answered by breathing people who care about my business and theirs. Being asked options when my call can not be answered by my called party. |
| Can be very efficient |
| Can't emphasize the importance of a friendly receptionist enough (human of course). Being a receptionist is the worst job in the world, people are pushy, rude, demanding, and impatient. They also want the receptionist to be able to answer all their questions, tell them jokes, flirt, etc etc. So finding a quality receptionist is extremely difficult but very important, especially if you rely on your receptionist to keep people on hold for you. |
| Can't think of anything. Sorry |
| Can't think of many |
| Cell phone users who pull over to use the handset. |
| Cell phones |
| Cheerful and helpful voice |
| Cheerful receptionists who remember who I am from the sound of my voice. A customer that has made a receptionist aware that I am one of their important suppliers and the receptionist shows concern that I get hold of my contact or make sure they get a message to them. |
| Cheerful secretaries/admin. assistants. |
| Cheerful, direct, and professional phone manners. They are fast becoming extinct. |
| Cheerful, identified answers |
| Cheerfulness, promptness, attentiveness to on hold |
| Clear concise voicemails that leave all the relevant details and don't absolutely require a call back. |
| Clear speakers |
| Companies that actually have a nice person answering the phone and she doesn't put you in cyber-space. |
| Companies that constantly check with you if you are on hold offering other options or just acknowledging I'm holding. |
| Companies that continue to use live, professional, operators. This, to me, demonstrates that the company has placed a higher priority on customer satisfaction than on counting 'costs'. |
| Companies that have a live person answer-even if it is not the one I called |
| Companies that have enough guts to hire a pleasant Operator that knows what she/he is doing |
| Companies that have receptionist that can recognize your voice. |
| Companies that have well trained, courteous receptionists. |
| Companies that still answer their phone with a pleasant, helpful person. |
| Companies that still use competent people to answer the phone. |
| Companies that use user friendly auto answering services. |
| Companies using live people answering the phones |
| Companies who still believe that a human voice is worth the cost. |
| Companies with a live receptionist |
| Companies with direct dial lines that go directly to the desired party are appreciated because if that person is on the other line you get that information right away and can either call back later or wait for the person to clear the other line they are on, or leave a voice mail message. |
| Companies with individual phone lines for key personnel. |
| Companies with real, live people to talk to |
| Companies that have an actual person to answer the phone. |
| Compliments to the receptionist who is keen on the fact that there has been a game of phone tag going on and goes the extra step to take a personal memo the the contact in an effort to complete the union. |
| Considering the volume everyone buys and sells most people do a good job. |
| Conversations that are to the point and with clear opinions are very appreciated. |
| Courteous phone manner, quick return calls |
| Courteous receptionist is the greatest |
| Courteous Service Attentive receptionists Prompt return calls |
| Courteous, pleasant responses |
| Courteous and efficient receptionists. |
| Courtesy |
| Courtesy by the other person, plus the recognition of who you are, or what service you have provided that was 'exceptional'. |
| Customer or mill that is always available |
| Dealing with a receptionist who recognizes your voice and does all they can to asset you. |
| Direct communication on the phone is still better than e-mail. It's easier to pick up information in a voice conversation and sometimes e-mails can be taken out of context. |
| Direct interchange and the ability to judge the other persons response. |
| Direct lines rather than through switchboards and call back within the hour, if nothing more to say I'm working on it. |
| Direct lines that can be picked up by others in the same office. |
| Directly reaching party called. Ability to leave detailed message. |
| Effective automated systems that get you where you want to be quickly. |
| Effective use of voice mail is great, much more productive than operators. |
| Efficient receptionists secretaries that give options and know where there people are (you are not holding for a person that two minutes later you are told they are not in today!) |
| Efficient, courteous and professional phone skills. |
| E-mail |
| E-mail and instant messaging have become a very helpful tool. |
| E-mail can relay 100% more information in a fraction of the time, in writing, without voice mail, and it can be retrieved at a time that is convenient. |
| E-mail cuts out the small talk that takes up time |
| e-mail speed/should use more in our business |
| E-mail. Hands down my favorite means of communication. |
| E-mailing |
| E-mails have saved me much time. |
| Even though I'm accustomed to having an automated system answer the phone, it's still nice to get a helpful and cheerful person when one needs assistance. |
| Even with technology this is still a relationship-based business and that is what makes it a terrific job |
| Everyone is usually friendly! |
| Everyone who still has a real live courteous receptionist who can take a message in person. |
| Fast return calls |
| Fast, efficient, effective and economical. |
| Firms that have kept 'real people' answering their incoming calls. |
| for most part in our industry its very good done the old fashion way all around |
| For the most part everyone in our business sooner or later will develop the phone etiquette they need or they won't put food on the table. It's still a relationship based business. |
| For the most part the wholesale lumber market has figured out that if buyers (willing to buy) get annoyed with the treatment they receive on the phone, they will vote with their dollars to move on to other wholesale sources. Most professional wholesales (and mills) offer efficient phone service. |
| For the most part, wood products professionals have good phone skills. |
| Friendly receptionist who can pick out your voice after a few calls and checks on you every 2-3 minutes if your put on hold. |
| Friendliness by receptionists/assistants. |
| Friendly people who answer the telephone in a cheerful voice with a willingness to help. |
| Friendly personal contact. |
| Friendly Receptionist Receptionist who remembers me Responding or returning messages promptly |
| Friendly receptionists |
| Friendly receptionists...worth their weight in gold... |
| Friendly switch board operators |
| Friendly voice on the other end that knows you. Friendly voice in general. When I am routed to the right person or department on the FIRST try. Companies that provide quick solutions to my problems. |
| Friendly voices, helpful manner, prompt reply |
| Friendly, happy people answering the phone |
| Friendships. Jokes. Happiness. Closing Deals. Smiles. |
| Get to the point and does not waste any time |
| Getting a live competent person on the other end |
| Getting to talk to person you want People that call back asap |
| Good attendants are priceless. |
| Good English, absolutely no cursing or swearing, all of which I call professionalism |
| Good idea about the e-mail survey, I can complete it when I have time, not while I'm trying to take calls from customers. |
| Good lively music on the hold. |
| Good music |
| Good reception gives the company a far better image than the company may think it does. Unfortunately this is rarely a planned procedure. It more often happens by happy accident that the person hired for reception is personable and attentive to the caller's needs and time constraints |
| good receptionist |
| Good receptionist who appreciates your time |
| Good receptionists |
| Good receptionists who are polite and communicative. |
| Good receptionists.......... quick responses on e-mails people leaving accurate voice mails telling when they will be back, contact cell numbers etc.. |
| Good spirited people, well mannered. |
| Good survey!! |
| Good Switch Boards with voice mail option. Prompt call backs. |
| Good telephone manners good attitude helpful person goes out of their way to get you with the right person or your contact gives you good info so you can reach them. |
| Great for developing and nurturing a business and personal relationship. Much better than e-mail in negotiating because of being able to sense attitude and voice tenor. |
| Guys who immediately return all calls are to be commended despite all of our busy schedules |
| Happy receptionists |
| Have a pleasant willing person answer the phone and apologize if the person whom you wish to speak to is not available, then give me option for voice mail, cell number etc, and let me decide which suites me. |
| Having a great call is rejuvenating. |
| Having a live person answer |
| Having a live person answer the phone. |
| Having a means of communication. our store has been in operation since 1862......it must have been interesting then without a phone......... |
| Having a person answer that has a positive outlook |
| Having a real voice pick up the phone. |
| Having an actual person answer the company phones. |
| Having the receptionist wish me a great day! |
| Hold music? I like it when there isn't any commercials. |
| Human being (receptionist) answer the phone |
| Humans on the other end |
| I always appreciate a friendly and efficient voice answering the phone. I don't ever mind being asked for my name, because I know I appreciate knowing ahead of time who is calling for me. |
| I always like when the person who is answering the phone identifies themselves, that way you get to know them better. Also, identifying the company and a nice greeting works too. Nothing is worse than calling in and getting an unpleasant 'HELLO!' or 'YEAH!'. |
| I am a believer in daily voice mail messages to let people know where I am as I travel extensively and internationally. |
| I appreciate a friendly voice answering the calls I make. |
| I appreciate a receptionist that speaks clearly, is courteous, and will respond to my needs regarding availability of person I am calling. |
| I appreciate being asked for my opinion |
| I appreciate courteous receptionists who make it a joy to speak with them. |
| I appreciate good quality reception - advising the status of the person I'm calling (i.e., in office / out of office) and offering a choice of alternatives (voice mail / hold etc). |
| I appreciate it when callers return my calls promptly. There are some people that make this a matter of personal courtesy -- that impresses me. |
| I appreciate it when I place a call and there is a human voice on the other end that sounds cheerful and happy to be there. Someone who is willing to spend some time offering you assistance in finding the party you are looking for, suggesting that you talk to someone else or offering their voice mail number and transferring you through. |
| I appreciate it when people use manners and speak clearly on the telephone. |
| I appreciate it when the person answering is informative about the one for whom the call is for. Advising me to hold or to use voice mail depending on the situation is very helpful. |
| I appreciate those who return calls to acknowledge that they received my voicemail message even if they don't have the answers yet. I know of some who don't call for days and their excuse is that they didn't have the 'answer' for me anyway. |
| I can't say enough about a receptionist that treats my call as though its the most important thing she has to do that day. |
| I can't stress how important a good reception is to any company. Especially when they know you by your voice. |
| I compliment any company that continues to have a person answer the phone instead of an answering system. I further compliment companies that give each individual a phone number that can be called separately from the main number that rings directly to their desk. In this case, it is also best when a message tells you if they are on the phone or away from their desk before it puts you into voicemail. |
| I compliment the people who know how to use voice mail and tell me the reason/nature of their call and exactly what they need from me. That way when I return the call, I can have the answer and not waste time. |
| I do love voice mail when used correctly...we are in a busy world ...if someone leaves info I can return the call with what they need (or leave another VM) Also the invention of Instant messaging is AWESOME...everyone should have that! |
| I do not mind automated phone systems but I wish there was always the option of talking with a live person. I like to know if someone is in the office or out when I call so that I can get an idea of when my phone call will be returned. |
| I don't mind voice mail because you can leave a message and tell the caller what you need then they can get back to you with the answer. |
| I enjoy speaking with a pleasant receptionist while waiting for the person I'm calling |
| I enjoy the people who are honest and tell you exactly where the person is and when you can expect a return call. Also people who have voicemail with a message giving you their cell phone number so that you can reach them without waiting. |
| I enjoy the phone ringing at work. It means that business is steady. |
| I enjoy the random length on e-mail. |
| I enjoy the weekly b.s. sessions we have when buying or selling each week. |
| I feel lucky to have the customers I have in that we are able to have jovial conversations & able to communicate lots of information in a short period of time on the phone. I deal with decision makers, where I do not have to call back to close deals. For the most part everyone, with the exception of a few, in the lumber business is very nice. I do believe some have cut too much middle management and unlike before it is becoming increasing difficult to get a hold of people. |
| I have found several locations where the voice mail (when individuals are not available) to be very informative about when you can expect a response and that way you can try to be available for the call. |
| I have learned to communicate a lot through a combination of e-mail and voice mail. Both technologies have improved my production. |
| I have many customers that will stay on the line while I try to make things happen. Its a very fluid business and sometimes patients is a virtue. |
| I like a person answering the phone to be able to assist and direct calls to the appropriate person. |
| I like callers who identify themselves without having to ask. I like people who leave voicemails that ask what they need so you can call them back with an answer, not to find out the question. And, I like people who change their voicemail to say when they are out for the day. |
| I like e-mail. I like websites (that are functional). I like people to give me the option of e-mail vs. phone time. |
| I like it when a support person answers a direct line promptly when the party I am trying to reach is away from their phone, and tells me the person is away and outlines options; cell # voicemail, take a message, will return, etc. |
| I like it when someone's voice mail tells me there schedule for the day so I know if they are just away for a few moments or on vacation for 3 weeks. |
| I like live bodies, but our office using teleprompts because we had complaints on the live bodies. There is no perfect solution. |
| I like phone systems where a live person answers and only goes to automated when really busy. I like the one minute ring back option. There's nothing like a pleasant, personable voice on the other end of the line. I always try to present myself in that manner. |
| I like receptionists that are pleasantly willing to take a message instead of sending you directly to voice mail. |
| I like receptionists who act as though my call is important. |
| I like that people have voice mail to leave a detailed message vs. leaving a message with an operator. |
| I like the people who call in with something productive and wastes neither his time nor mine. |
| I like to have a person on the other end answer rather than a automated calling system. By talking on the phone you can develop a relationship that wouldn't be there if every thing was e-mails |
| I like to hear a smiling voice answer for companies. I have been lucky to be associated with some of the best. |
| I like when someone is pleasant, and offers a solution when my initial request cannot be handled. I like caller I.d. it speeds the process along. |
| I love a good receptionist! They can often eliminate the need for phone tag by redirecting calls or taking good, concise messages...and as much as I like voicemail, often that doesn't get retrieved in a timely fashion...but a good receptionist can see that your message gets the attention it needs. |
| I love dealing with a person and not by e-mail or anything else. I like to get the problem solved with the person themselves. |
| I love fun hold music and really pleasant front line people who answer the phone. |
| I love it when I get an assistant that knows his or her job and can get you answers even when the Big Guy is busy. |
| I love it when receptionist recognize my voice and understand how I need to be transferred. |
| I love it when they answer the phone quickly and get me transferred where I need to be without wasting time. |
| I love voice mail to leave a message. It's much better than leaving it with a person, I can be way more detailed. |
| I love voice mail. It makes sure the recipient gets the message just as the caller wanted! |
| I prefer talking to a warm body as opposed to a recorded message. There are still companies that provide that wonderful, personalized service. |
| I prefer to speak to a receptionist if I am not able to speak to someone directly. and in general, working on the phone is a very good way of doing business quickly. |
| I really appreciate folks that identify themselves up front and get to the point of their call. I also appreciate a receptionist (old world I l know) who knows where folks are and promptly offers a solution if they are not available |
| I really like those receptionists--and there are many-- who behave opposite above. |
| I really like voice mail. The person you are calling gets YOUR message in YOUR words and tone if they are not available at that time. |
| I still like phones, but prefer e-mail most of the time. |
| I still prefer a receptionist over the automated phone systems, it makes business much more personable. |
| I thank God for everyone who returns calls. |
| I think automated systems have really improved and the really good ones allow you to get to the person you want or their voice-mail quickly and efficiently. |
| I think it's great when someone uses voicemail properly. To me that means leaving a detailed message with what they want, speaking clearly and then repeating their phone number at the end. |
| I think that most of our industry will return a message in a prompt fashion. |
| I think that the receptionists are one of the most underrated positions, they can make or break your business |
| I want to compliment the companies that still use a receptionist. |
| I would have to say that when I call and the person I am trying to reach is not there, the secretary will inform me on there return or if they are on vacation. So I am not waiting for call I know they are not there. |
| I would like to see more humans answering the phone, its a better personal touch |
| I would only say that a cheerful attitude is worth its weight in gold. |
| I'd like to compliment some of the excellent receptionists that are very pleasant and professional that I talk to every day when calling my customers. |
| Identifying whom is calling when the phone is answered. And asking if anyone else can help if the party called is out or busy. |
| If a firm does not have a live voice answer (a receptionist) I prefer having only 1 to 3 platforms before going into voice mail. That works for me. If a firm uses voice mail have them return calls that same day unless they leave a specific message detailing their schedule that day. |
| If the person is busy, given the option to go into voice mail or to be put on hold. |
| I'm indifferent on the matter but it appears that voice mail , cellular phones and e-mail are today's way of doing business if you want to be successful. |
| Individuals who make a point to check up with you when on hold. |
| Issues resolved quickly |
| It can be quick |
| It can be very efficient. Between the telephone and e-mail we have been able to essentially double our business without expanding staff. |
| It helps greatly when a customer leaves a message telling me what he needs. I can then have the answer for him when I call. It helps to leave your name, company and phone number when expecting a returned call. 'Call me' doesn't tell me who I need to call unless I happen to recognize the voice. |
| It is a pleasure to talk to a pleasant voice that attempts to help you even if to no avail. |
| It is always nice to hear a human voice answer the phone. |
| It is good to connect with people via a live conversation. Although, I prefer e-mail because it allows me to work more efficiently and manage my time how I see fit. |
| It is just nice to know the person's name whom you are speaking to. |
| It is still the most inexpensive way to be in front of your customer base on a regular basis. Most of our customers still lack internet. |
| It's a pleasure to do business with companies That still have a real person answering the phone. |
| Its always nicer to talk to a happy person. The cheerful traders and customers are the ones I speak with most. |
| It's great when a receptionist checks back frequently so that you aren't left wondering out there in la-la land |
| It's still more fun actually talking to people. |
| Leaving the information on my answering service instead of calling back again and again. |
| Leaving useful information on voice mail when playing phone tag |
| Like people that identify themselves when they answer the call. Like having someone check back frequently when on hold and then given the option to leave a voicemail or message. People that return calls in a timely manner. People that speak into the phone so you can hear what they are saying. |
| Listening to trivia while on hold and having your call returned within an hour. |
| Live operators and messaging. |
| Live operators who know the who, what, where and when of their company. |
| Live operators, better yet, direct lines to the party you're calling. |
| Live operators/receptionists are great. The automated systems can't anticipate all the possible requests, and can't point you in the right direction if the party you called is not currently available (traveling, out of the office for an hour, on the phone, etc....the automated system provides no clues). |
| Live people answering the phone and taking enough care to make sure you are dealt with professionally |
| Live people who are pleasant and helpful. |
| Live person actually answering the phone. Not one employee nor one customer calls our headquarters without their call being answered, by the third ring, by a live person. |
| Live person answering phone and giving a choice of holding or going to voicemail. |
| Live person answering the phone. Always sound happy and friendly even though you don't see the person. |
| Live receptionist. Return calls timely |
| Live' receptionists who return to see if I'd like to continue to hold |
| Live, friendly people that answer incoming calls. An automated system kills more sales and inquiries than is ever known. Hire more people to answer phones. |
| Love e-mail |
| Love having a direct line to dial into. |
| Love voice-mail. It enables the caller to leave a detailed message that doesn't get 'lost in translation' by having another person involved. |
| Manners on the phone or off are always appreciated. |
| Many. |
| Many of the more established companies still use a human receptionist and handwritten messages. This is still the better way to handle clients, second only to actually reaching the intended party. |
| Many places I call are very professional in the way they handle telephone calls. |
| Mills and buyers that have people available to answer calls |
| Mobile phone availability. |
| More sales companies are trying to re-evaluate the use of automated systems. More are realizing that a friendly voice as a first impression is very important. |
| Most companies in the Random Lengths subscription community are very courteous and professional on the phone. |
| Most mill people are very courteous, and anxious to please. I think the older people in this business have a lot more tolerance, and that tolerance transmits to their wisdom. They know that it takes a relationship to make any deal work. That is a joy to me, having traded lumber products for over 43 years. |
| Most of our suppliers return phone calls promptly. Most of the receptionists are very polite and offer me options if the party I am calling isn't available. |
| Most of the people are pretty quick at taking an order. it doesn't take a long time to place an order, just a long time in getting hold of someone |
| Most people and systems do a good job. No one likes to be told the person is in and you get the voice mail. OK if the person gets back to you. We all prioritize who we want to talk to and when to get back with them based on our own needs. |
| Most people are prompt at returning calls. |
| most people deal professionally |
| Most people I deal with do a good job returning calls |
| Most people I have dealt with are very friendly over the phone. |
| Most people in our industry are very pleasant and enjoyable to talk to. |
| Most people in the lumber trading business are of high moral and ethical standards. They take the business seriously and try hard to improve themselves and their relationships daily. |
| Most people we have to deal with are fantastic people and are a pleasure to talk to. Especially at our main office. |
| Most phone calls are returned promptly and almost always know what the subject matters is if you leave a message. |
| Most receptionists are very friendly and helpful. |
| Most receptionists in the lumber industry understand the 'hold' factor and do a good job of checking back. |
| Most secretaries are very professional and do a great job getting to know you. |
| Most suppliers and customers know how to make the best of it |
| much prefer the relationship building that goes on through phone conversations vs. the somewhat impersonal practices used via e-mail (i.e. Buymetrics). |
| My favorite quality in a receptionist or person who answers the phone is when my voice is recognized immediately. Another important quality is knowing when it is (or isn't) ok to chit chat. |
| My former boss used to tell me that he could tell if I was smiling or not, and I didn't believe him until I heard some 'frowners' on the phone, and you can really tell. So, I appreciate when people smile on the phone! |
| My head set! stopped neck and shoulder pain, and it is easier to multi task while talking to customers |
| Nearly everyone i talk to is pleasant and knowledgeable. |
| Never being ask who's calling Not being left on terminal hold. |
| No |
| None. |
| None. I wish everyone would just use e-mail. |
| None...unless the music playing while I'm on hold is one of my favorite songs, no wait, they always pick up during the song...no, none. |
| Not having an automated phone system ! ! You should always have access to human beings |
| Nothing beats a good direct-dial connection with an efficient voice-mail system. |
| Often a phone call is necessary to accomplish action/understanding. |
| On balance most companies handle their phone business well . |
| Once in awhile, I'll reach a company that doesn't have an automated system. You can really get to who you need to talk to. |
| Ones that tell you up front how many calls are in front of you and give you options to contact your party. |
| operator checking in with you while waiting on hold. |
| Operators that give you the option of voice mail, cell phone number, or e-mail if they know the person you are attempting to contact is going to be especially difficult to reach at the current time. |
| Operators who keep you advised as to how long your wait will be |
| Other than personal contact, direct access to customers and people by phone is imperative. |
| Other than, where would we be without phones? I do like voice mail, instead of leaving messages with other people. Then if your call's not returned you know it's not because the person didn't get the message. |
| Our customers are great and I enjoy talking to them! |
| Our industry has many pleasant people, who are enjoyable to talk to. |
| Paced, concise, clear voice messages are a wonderful thing. Instant ID by the caller - always appreciated Receptionists that immediately advise that Joe is on the line, would you like to go to his voice mail or hold? Now you have all your options & its your decision how to go forward |
| People answering their own telephone. |
| People that answer their own phones. |
| People that aren't to important to answer their own phone. Also people that know your time is valuable and keep you informed while you wait. |
| People that change their phone messages every day to say if they will be in or not. They should be commended. Certainly, it is a fine display of customer service. |
| People that identify upon calling |
| People that know their job, even with a phone |
| People that still answer the phone in person. |
| People that use voice mail regularly - it is quick and avoids the phone tag problem. I don't like it when voice mail is not available. I really like a quick response when v-mail is used. |
| People that use your name, especially when they are not a regular contact. |
| People that watch their e-mail and reply while they are on hold on a return phone call. |
| People who answer their own phone. Rather rare but very nice. |
| people who answer with who they are, takes away the guess work of who you are talking to |
| People who are willing to help and are courteous. |
| people who call forward to cell phone to deal with business when they are at lunch or at meetings |
| People who can answer with a 'smile' and know how to communicate and use the system where they are employed |
| People who change their voice mail daily, referencing the date and whether or not they are in are to be commended. |
| People who change their voice mail messages daily to let you know if they are in or not on that day. |
| People who do what they say they will do. |
| People who get back to you when they say they will |
| people who give the option of leaving a message, holding or voice mail |
| People who identify themselves when they answer the phone. |
| people who identify themselves when they call |
| People who identify themselves, return messages promptly, and people who change their voice messages to indicate when they may be back in the office. |
| People who leave cell phones in their vehicle when they're in your place of business. |
| People who return calls in a manner that makes me feel important. |
| People who return calls promptly and identify themselves |
| People who return messages promptly |
| People who return voice mails even when they do not know the person leaving the message. |
| People who will check back after they have put you on hold to see if would like to continue to hold or if you would like to leave a message. |
| Person that answers the phone does not ask 'who it is' |
| Personal answering and honest help |
| Personal attention |
| Phone attendants who acknowledge your request by saying 'Thank you' or 'One moment please' Phone systems which don't automatically switch you to voice mail after 4 rings. People whom you can see smile just by listening to them. |
| Phone calls save miles and allow access to alternate points of view within a short time period. Very cost effective tool for gathering data. |
| phone does allow you to talk to a LIVE person |
| Phone professionals, astute e-mailers, MSN users.... 'People who operate at the Speed of Business' |
| Placing an e-mail address within the voice message allows me the option to send an e-mail, which seems to be faster than voice mail today. |
| pleasant and efficient people answering the phone |
| Pleasant helpful people answering the phone instead of automated |
| Pleasant informative operators |
| Pleasant people on the phone who actually act like they like their job |
| Pleasant people who treat every incoming call as if were the most call of the day. |
| Pleasant receptionists are the greatest asset for a company - it can very often give you the best first impression of the company you are calling. Also nice to speak to a 'live' body. |
| Pleasant sounding receptionist...even better if they recognize your voice and call you by name. |
| Pleasant sounding voice, callers that aren't too busy to listen to specific needs, people who return calls promptly |
| Pleasant sunny voices that recognize you, the caller |
| Pleasant voice, that directs my call correctly. I get a warm fuzzy |
| Pleasant, helpful receptionists that speak and understand ENGLISH! |
| Pleasant, knowledgeable, and helpful switchboard operators. |
| Please ignore me on hold so I can get some work done |
| Pleasant attends |
| People who talk business and that's it. Most times I am busy and want information and want to move on. |
| Polite receptionist.... |
| polite conversations. |
| polite reception |
| Polite receptionists that give you choices regarding how to handle your call. Voice mail is often a favorite choice if the person called is busy. |
| Polite receptionists, and there are many. Being told immediately that person is busy and given options. The first person that answers the phone can set the tone for the rest of the call. |
| Polite secretaries. |
| Polite, friendly, and out going people answering. |
| Polite, friendly, helpful people.... |
| politeness to all that answer or take messages,. |
| Politeness, attentiveness, integrity, and trust |
| Professional people who are on top of their profession...returning messages as soon as they can |
| Professional practices include: - people who return calls promptly - people who identify themselves and the purpose of their call when calling - people who ask if they have caught you at a bad time and acknowledge that they may be interrupting your day - people who take calls and are willing to spend a couple of minutes to determine if it makes sense to speak further - people who treat each other with respect. After all, hopefully we are doing our best to do a good job growing our businesses. |
| Professional receptionist that is personable and answers the phone, then gives info as to whether called party is available/busy/not there etc. |
| Professionals who have voice recognition & understand the importance of your call & getting you to the person you desire. |
| Prompt answering of the phone |
| Prompt replies either by phone or e-mail. |
| Prompt return calls voice mail |
| Prompt return phone calls & quotes |
| Prompt return voice mails. Short voice mails. |
| Promptly returned phone calls |
| Promptly returning phone calls |
| Proper use of e-mail prompt personal attention on the phone |
| Quick call back |
| Quick communication |
| Quick response on message left. |
| Quick return phone calls |
| Rather than leaving the message that I called you now you call me. The person will keep calling until contact is made. |
| Real live operators |
| Real live people with real live manners! |
| Real operators who take real messages, or offer to transfer you to a voice mail system, according to your preference, not the receptionist's |
| Real people answering phone. |
| Real people that know you and make sure you get to the person you want or get the message to them so they can return your call. people that follow up and that return calls. |
| Real person on switchboard |
| Receptionist |
| Receptionist that are professional, Buyers that are professional, companies that respect the partners they do business with, |
| Receptionist who are friendly. |
| Receptionist who have 'personality' when they answer the phone! |
| Receptionist/someone (human) that answers the phone and represents the company well. one who knows they are the first voice for that company, and their attitude and cooperation are appreciated. |
| Receptionists that are cheerful |
| Receptionists that are friendly and try to help and check on you, not treat you like the devil because you are a salesman |
| Receptionists that are responsive, example: he's on the phone, could I have him call you or would you like to go to voice mail? |
| Receptionists that do a good job upon initial pick up. I just like to know where i stand in terms of being able to talk to my contact in short order- so I can make a decision as to what to do - hold, go to voice mail etc. |
| Receptionists that give options. |
| Receptionists that keep you posted as to the status of the person you called for. |
| Receptionists that take the time to be courteous and willing to write down a message and not shove you into voice mail. |
| Receptionists who ask if you want to remain holding and offer to take a message. |
| Receptionists who check back often and offer voice mail/ to take a message/another person. |
| Receptionists who continuously check to see if they can help me while I'm on hold for a customer/client. |
| Receptionists who like their job and can identify your voice because you call frequently. |
| Receptionists/Secretaries who are polite when they answer the phone make the entire calling experience so much nicer. Simple things like 'Good Morning' and 'Thank you for calling' go a long way. |
| Receptive, pleasant, human beings who answer the phone and communicate effectively. |
| Returning the calls fast. |
| Sales Reps who call you sir until you've given them your first name. Sales Reps who don't try and pitch you on the phone and ask if they may send you some info. |
| Salesmen taking no for an answer, and salesmen who actually remove me from 'the list' without strings attached. |
| Salesmen who know how to service multiple phone calls at one time. I love when I am transferred to the person I need, they answer, acknowledge me and ask me to hold for them while they finish their other call. In this practice the salesman can prioritize his own calls rather than having the receptionist try and do it for him. It's more efficient rather than leaving voice mails and playing telephone tag. |
| Salesperson answers the phone |
| Say what you are going to do and do what you say. |
| Service, pleasant voices |
| Several companies we do business with have exceptional front line secretaries that expedite our calls |
| Showing respect and using good manners on the phone are essential. |
| Some companies do an outstanding job with the phones. They identify them selves in a pleasant and professional way when answering, they are helpful if the intended party is unavailable and they are technically adept with the phone system as to be able to get you where you need to go without cutting you off or leaving you on perma-hold. |
| Someone leaving a voicemail that leaves time of call , number that they can be reached at and what the best time to reach them is. |
| Someone with a can do attitude, that does not blame others. |
| Sometimes its nice to simply chat with the other party. |
| Speakerphones are great for non-sales related conferences. |
| Speaking with a live receptionist |
| Speed dial + identification |
| Speed dial and a great receptionist! |
| Speedy return of calls; good automated answering systems; |
| Still would rather talk to a human being than an automated answering system. |
| Systems that allow you several options on reaching someone. |
| Systems that distinguish between a caller being on another call and out of the office entirely. If someone is just on another call I have found that my calls are returned sooner. |
| Talking to a live person |
| Talking to a person that wants to please you. |
| Talking to some nice people |
| Talking to someone on the phone can save time by getting an immediate response so you can continue to do business. A conversation can be pleasant and build good relationships. It is easier to convey attitudes, excitement, intent by voice rather than e-mail. |
| Telephone and personal relationships are much better than computer sales |
| Telephone is still more personal. |
| Thank-god for phones. |
| The ability in most cases to leave messages, so you don't have to keep trying to make contact |
| The addition of voice mail has been helpful when needing to leave a long message, as long as it isn't the only thing used. |
| the caller identifying what is the purpose of his call |
| The cheerful & 'happy to hear from you' voices and the 'thanks for calling' or the 'good to hear from you' that I get from many of my trucking people, whether or not I am able do business with them that day. |
| The companies that have a receptionist to answer the phone, and are very helpful. |
| The companies that have very competent and professional people that handle the switchboards |
| The friendly and helpful receptionists at some of the places I call, they go out of their way to connect me with the person I called. |
| The live people are fantastic, helpful and pleasant |
| The lumber trading culture in general has a very good telephone etiquette: prompt call returns; most businesses are not using or abusing of auto-attendant feature and voice-mail is usually optional. |
| The option of holding or going to voice mail. |
| The personal touch |
| The phone allows you to get a feel for how the other person is feeling on the other end - e-mail can be read wrong and be impersonal |
| The phone is still the best way for inside traders to build personal relationships with customers. |
| The professional, respectful manner in which sales people and staff receive and address my call. |
| The pro's who know how to use a phone. No system can beat someone with knowledge who answers a call. |
| The receptionists who have been real professionals still remain in my memory after 31 years of this!!! |
| The speed at which things can be accomplished when 'the stars align.' |
| The use of live operators during business hours still adds to the professional image of companies that continue to use this practice |
| There are a minority of excellent receptionists that are awesome and friendly. It's so rare though that it's really noticeable. I don't think companies train anymore on phone etiquette. |
| There are a number of companies that the receptionist is always polite, let you know how your call will be handled and make sure it is. |
| There are many talented receptionist who know customers by name and company. |
| There are some companies who go out of their way to have a pleasant receptionist answer the phone. Others might as well have a dead person. Companies need to realize the importance of that front line company representative. |
| There are some excellent voice mail systems and automated receptionists. |
| There are some organizations that are very professional and efficient with their phone systems (as well as individuals). As a buyer, I find those traders who are proficient in the use of the phone easier to deal with than those not at ease, or at least confident in there phone techniques/etiquette. |
| There are still good companies that have a excellent professional receptionists that recognizes me when I call, tells me a best guess on when my party will be available or will take a note or vmail if asked. |
| There are still some great receptionists out there that recognize a voice and truly try to help you reach the right person. |
| There is no better way to quickly address an issue than by phone, even if you have to hunt down the other party. |
| There is no substitute for the spontaneous give and take that results from a phone conversation with your supplier or customer. It is difficult to discern tone or mood from the keyboard strokes of an e-mail correspondence. While great for trading purchase orders, giving detailed instructions, or taking care of tedious details, e-mail takes all of the fun out of the art of trading. I simply enjoy the rapport that develops from 'real' conversation. Assessing market conditions, developing trust, persuading, learning - all are best facilitated using the telephone. |
| There is nothing better for a company than a good receptionist, one that might recognize your voice, one that will ask if you want to hold, but let you know if you do hold, that there are two people on hold ahead of you. A happy receptionist will put a smile on your customers face. |
| There is nothing like voice communication to build trust and partnerships. |
| They pay my bills. |
| This business has always been done with a phone call, and the trust that's been established between parties. Though it has changed a little with new traders coming on board, I believe it's the best business that we're in as your word is gold. |
| Those companies that have a human voice on the other end, giving you the status, of the person you are trying to call and the options you have in order to get in touch with them the quickest way. |
| Those companies that haven't gone to automated answering services and that still take written messages (not everyone checks voice mail regularly enough, a piece of paper in hand is more likely to get a quick response). |
| Those few people who are organized enough to take verbal direction and follow through |
| Those having live operators |
| Those people that respond promptly. |
| Those pleasant people who answer and you can hear them smile. |
| Those receptionists who seem to be sincerely interested in connecting me with the person I am calling for...they are usually the same ones who sound like they enjoy their job and are able to exchange pleasantries (not weather reports) in a brief 5 to 10 second transaction...they are also the same ones who, when they can, also offer advice such as - he/she are almost done with a call 'do you want to hold, leave a message, or go to his/her voice mail?'.... good receptionists deserve lots of credit. |
| Those that have competent receptionists that are friendly and intelligent. They cannot be paid enough. |
| Those that still have a live person |
| Those who have a human answer the phone, or transfer to someone taking calls for an individual who is out of the office. |
| Those who like to conduct business efficiently in a minimum amount of time without a lot of time wasting conversation... |
| Those who still use live receptionist or better yet live sales people who answer the phones. |
| Those with a real person on the other end |
| Those wonderful and talented receptionists that are NOT a recorded voice, but have the ability to recognize voices and names. They make me feel like their company cares if I do business with them. |
| Through phone conservation you have the ability to answer all questions at one time |
| To thank the businesses that have good operators and keep them. |
| Updated voice mail every day that tells if the party is in today and when they will return phone call |
| Use of faxes and e-mails definitely helps, headsets are great |
| User friendly phone systems. One mill, my trader has his own 800 #, but as I get into his voice mail if he is busy, I can hit 0 and get to a live person quickly who can advise me as to how long he will be. |
| Using a phone is a relatively quick and great way to establish relationships....i.e. personal touch. It increases communication efforts when talking minimizing misinterpretations. You are able to directly talk to an individual. |
| Using e-mail as a way to communicate |
| Verbal communication is still strong. |
| Very upbeat person who answers |
| Voice mail and e-mail are both tools that can make my life easier if people would use them wisely. We live in a high tech world, one day, hopefully everybody will be on a similar page. |
| Voice mail has improved our business, I believe. It has cut down on the amount of phone tag and wasted time considerably. |
| Voice mail has made it possible for important calls to come in even when away from the office or already on the phone. When people go to a automated system, and it's done right, it can be very helpful. |
| Voice mail helps and e mail when available is a neat deal when necessary. There are times when it is important to talk even if you have to hold |
| Voice mail helps cut down on non-productive phone time and helps speed up quote pricing |
| Voice mail is a great thing |
| Voice mail is great. |
| Voice mail is one of the best tools. I am not missing calls while on the phone. |
| voice mail option |
| Voice mail systems can be very effective if used correctly. The person using voice mail should ALWAYS update their message with their intended schedule daily so that the person calling has the correct expectation regarding a returned call. Also, if leaving a message on someone's voice mail system, be sure to leave information so the person return the call and respond accordingly. |
| Voice mail that give an option to be sent to a live person. |
| Voice mail very useful |
| Voice mail when used properly |
| Voicemails that state when the person called is out of the office, then gives an optional contact. |
| We like 1 on 1. Telephone is our most used system of communicating |
| Well managed & attentive phone etiquette. |
| Well-trained receptionist |
| When a live human being answers the telephone and is helpful it can make me happy all day. |
| When a person answers the phone and doesn't sound as if you are interrupting something much more important. A friendly voice. |
| When calling a business that has a receptionist that is friendly, informative, and professional, but there aren't many around. I always compliment the business manager when this is the case. |
| When customers listen and tell you what they are looking for as opposed to avoiding the questions |
| When leaving a message phone message: Leave name first, return phone number second, slow and clear enough to easily understand, then message. |
| When live, personable people answer the phone and are capable of performing expected 'receptionist' functions.... Having the option given of voice-mail, page, or to hold for the requested party. Also, offering to take a message from me to be personally delivered by the receptionist... that would be nice. |
| When people call in with a complaint, yet they are very pleasant |
| When people call you back when they say they will. When I am given the option or told that e-mail or phone is the best way to get a hold of me. |
| When people who use voice mail keep their messages short and updated regularly |
| When there is friendly receptionist, that makes all the difference. |
| When you are offered the opportunity to hold or go to voice mail. If holding, operator checks back fairly frequent. |
| When you call a vendor or company and are able to be helped by who ever answers the phone without being passed off to someone else. I love talking to someone who knows their products. You can ask your question and they can give you the correct answer without holding or getting passed off. Better though, to be told the person doesn't know the answer and getting you the correct person that knows rather than feeding you a line and being told incorrectly. |
| When you call and the person identified themselves, the company and asked how can they help!!! |
| When you do reach someone, they are knowledgeable and can take care of what you called for. |
| When you get a respond even if the guy isn't in.. good music on hold or good information, even if it's news. |
| When you reach a company that does the above and often call you by name makes a caller feel good!! Few companies do so. Some when you call you wonder how they ever sell anything. |
| Whether it be a receptionist, sales person, whomever, I enjoy when they are courteous and efficient in getting to the point. When answers can happen on the same phone call. When I get an educated person on the line quickly. When others are involved with my account (besides just one person being assigned). When both parties are reasonable in expectations for call-backs. |
| Wireless headsets...when a salesperson can get away from his/her desk to go check with shipping all the while still speaking with me and not putting me on hold! |
| working with friendly people |
| Working with others in the industry that are near a phone does make the wheels turn faster. |
| Yes a pleasant person answering the phone and people being friendly even they can help or not even getting you to call someone else If done friendly like it makes business a lot easier. |
| Yes, companies that use real people to talk to live people, what a great idea! Sounds better than machines or electronics to me anyways...enough said!!!! |
| Yes, there are still a few companies who still understand it's important to have a personable employee answering and monitoring phone calls. When I call them it's like a breath of fresh air in the smog ridden world of phone automation. |
| Yes. Most people in the wood business tend to be friendly and use to doing business over the phone. |
| Yes.....I want to compliment those who still feel it is proper to put a real, live and pleasant person on the switchboard to answer calls. |
| You can leave a message on voice mail and they can call you back with your answer, don't have to ask the question all over again |
| You can make a transaction over the phone very quickly. can you imagine trying to make lumber purchases only when your rep is in town!!!!! |
| You can reach many customers in one day. |
| You can really tell who is smiling and who is not. It comes through loud and clear. |
