Chapter 33. Message Taking #1

Why is “Can I take a message?” weak and ineffective? Because the response is all too often “No, that’s okay, I’ll call back.” And how do you know the caller will? What if he or she needs information right then and there, or needs to order something immediately? You cannot be sure that this customer won’t call a competitor next, all because of that weak little, “Can I take a message?” The cure is basic, but important: Instead of offering to take a message, offer to help. Be supportive, be proactive, and create credibility.

An example: “Mr. Park is in a production meeting until 2:00 P.M. This is Mary. I’m his assistant. How can I help you? What can I do for you?” The last two questions are key phrases.