Updated 7 October 2026
Your phone is part of the customer experience. Clear handling and reliable follow-up can matter more than a clever recorded message.
Help callers reach the right person
Use a greeting that identifies the business and gives useful options. Keep menus short. If you cannot answer, state what information to leave and when a response can reasonably be expected.
Record the useful details
Note the name, contact route, reason for calling and agreed next step. Confirm important numbers and dates. Share the enquiry with the responsible person securely rather than relying on memory or an unlabelled scrap of paper.
Follow through respectfully
Return calls within the expectation you gave, even if the update is that you need more time. Avoid turning a service call into pressure to buy. Check applicable rules before using calling lists or recording conversations.
Your next move
Call your own business as a new customer and listen to the experience. ITG can help make the website’s contact information and message consistent with the phone process.
About the Author
Tina Kempling, the Lean Green Team Leader at Imagine That with over 35 years of experience in the print industry, newspaper and magazine advertising.
As an industry-certified designer since 1991, Tina knows her stuff when it comes to marketing vision. But what sets her apart is her understanding of advertising and marketing in today’s digital and print market. She can help companies tap into the incredible marketing power in new and creative ways. Ready to take your marketing game to the next level? Give Tina a shout!