Phone techniques [NA]

Let'sgoflying!

Let'sgoflying!

Touchdown! Greaser!
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Feb 23, 2005
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Dave Taylor
What is the reasoning behind the question, "and what company are you with, Mr. Taylor?" for every call I make to a business these days?

There could well be a valid reason, but I just can't pin it down. Are they logging into their computer to see the status of everyone who calls, or trying to decide if they will give you better service, or ??
Just seems like if I am buying a 100$ widget, my 100$ should be as valuable as a person 'with a company'.
 
In my office, it's usually because I tell my staff that hey are supposed to ask the question. It is principally so we can be ready to help by looking up the matter (if it is already in play). It may also be useful in assuring that we do not have a conflict of interest or, in the event that the caller is represented by other counsel, so we can be prepared to remind them that we ordinarily would be talking with their counsel and that we do not want to invade that privilege.

But it usually helps in screening out the stock brokers making cold calls, too!
 
Dave,

You should be as valuable as the next guy. But it doesn't work that way with some companies.

Some folks employ "Customer Resource Management" software that tells them how valuable you are to the company. (side note: at least one airline gives all their customer service reps a display of how much revenue you've provided to the airline over the last year so they can decide how well to treat you). Many companies DO track how much money a company spends each year & they use it to improve servce to high-value customers and/or to provide promotions. One office supply chain annually adjusts their corporate discounts based on measured sales volume for a particular customer.

If it's just a call to a manager or exec, most executive assistants will ask who you're with and what you want. This helps the manager or exec know who's calling and why. It's a pretty typical question.

And then there are the few that file your name under the company name in their contact list....
 
I don't suppose it would fly all that well if I stated I was with the "Acme Rocket Company"? :)

However, I have responded with, "I'm with me."
 
well, if you are calling me, it's so I can pull your order history because 9 out of 10 times you are going to say, "I want what I got last time, I don't remember the part number."
 
EdFred said:
well, if you are calling me, it's so I can pull your order history because 9 out of 10 times you are going to say, "I want what I got last time, I don't remember the part number."
Click to expand...
You mean people are afraid to say out loud what they got in the plain, brown packaging?


:)
 
I run an I.T. Dept. I have my calls screened by the receptionist because
otherwise the only thing I'd do all day long is listen to unsolicited sales
pitches, or requests for me to do a "survey for research".

The worst is the scare tactic ones. Very similar to all the crooks out
there prior to Y2K. I'll get constant calls about PCI compliance and if
I don't employ their firm to come audit me I'll be out of business. IF one
of those sneaks thru .. as soon as I hear the words "PCI audit" I hang
up.

The next are the ones selling enterprise software that get downright
indignant and rude when I point out our database is very reliable and
all our stuff already works together just fine .. I know .. I wrote most
of it.

As for sales people .. if they're a major player .. we're already looking
at them when we need stuff.

I instruct our reception staff to turn away the following:

Surveys and Research reqests
Calls that start with "I'd like to talk to the person responsible for..."

I have them send to voice mail all cold call sales calls.
 
RogerT said:
I run an I.T. Dept. I have my calls screened by the receptionist because
otherwise the only thing I'd do all day long is listen to unsolicited sales
pitches, or requests for me to do a "survey for research".

The worst is the scare tactic ones. Very similar to all the crooks out
there prior to Y2K. I'll get constant calls about PCI compliance and if
I don't employ their firm to come audit me I'll be out of business. IF one
of those sneaks thru .. as soon as I hear the words "PCI audit" I hang
up.

The next are the ones selling enterprise software that get downright
indignant and rude when I point out our database is very reliable and
all our stuff already works together just fine .. I know .. I wrote most
of it.

As for sales people .. if they're a major player .. we're already looking
at them when we need stuff.

I instruct our reception staff to turn away the following:

Surveys and Research reqests
Calls that start with "I'd like to talk to the person responsible for..."

I have them send to voice mail all cold call sales calls.
Click to expand...
I used to get those calls. They get your name from your "free" trade magazine subscriptions. I don't subscribe to any. The web has been invented. They're pretty worthless anyway. I don't need to know which "trend" is being foisted down the fashion ramp on the impressionable this year.

We started answering the survey calls with, "...that's proprietary information. Bye." Or maybe give them bogus info, tell them we use nothing but Everex 386 PCs running DesqView and GEM, even for billing multimillion customers. :D

PCI compliance is a big enough deal that I had to go before the Vice-President's board on one of my projects.
 
I used to own a computer business, and the only "PCI" I've ever heard of is the slot that you put the card in... What's this "PCI compliance" stuff? :dunno:
 
flyingcheesehead said:
I used to own a computer business, and the only "PCI" I've ever heard of is the slot that you put the card in... What's this "PCI compliance" stuff? :dunno:
Click to expand...
It's the CC companies trying to act in a governmental enforcement role, making all merchants use what the credit card companies deem to be good security practices.

http://en.wikipedia.org/wiki/PCI_DSS said:
The current version of the standard (1.1)[2] specifies 12 requirements for compliance, organized into 6 logically related groups, which are called "control objectives."
The control objectives and their requirements are:
  • Build and Maintain a Secure Network
    • Requirement 1: Install and maintain a firewall configuration to protect cardholder data
    • Requirement 2: Do not use vendor-supplied defaults for system passwords and other security parameters
  • Protect Cardholder Data
    • Requirement 3: Protect stored cardholder data
    • Requirement 4: Encrypt transmission of cardholder data across open, public networks
  • Maintain a Vulnerability Management Program
    • Requirement 5: Use and regularly update anti-virus software
    • Requirement 6: Develop and maintain secure systems and applications
  • Implement Strong Access Control Measures
    • Requirement 7: Restrict access to cardholder data by business need-to-know
    • Requirement 8: Assign a unique ID to each person with computer access
    • Requirement 9: Restrict physical access to cardholder data
  • Regularly Monitor and Test Networks
    • Requirement 10: Track and monitor all access to network resources and cardholder data
    • Requirement 11: Regularly test security systems and processes
  • Maintain an Information Security Policy
    • Requirement 12: Maintain a policy that addresses information security
Click to expand...
 
Every business I have worked at just uses it as another way to screen calls.

Scenario 1: CEO, or very busy employee gets way to many calls each day and has to pick and choose who to take... avoiding sales calls!

Scenario 2: "Jim Dunn is on line one for you".. who the heck is Jim Dunn? "Jim Dunn from ACME Media is on line one for you" oh yeah,.. I remember who that is!

That way you don't feel like and idiot for not remembering someone.
 
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