When creating a voicemail message, there are 7 pieces of
information that can help your caller.
1. Identify Your Voice
It is important to identify the person and department taking
the call (just in case the caller gets transferred to the wrong department).
This should be done by providing the department name as well as the person’s
name answering the call. This also allows the caller to note who they
left a message with and the name of their department.
2. Provide a Date Reference
If you are in and out of your office a lot, provide the
caller with the day and date. This sends the message that the voicemail
is updated on a regular basis and that the call will be returned quickly.
It is appropriate to apologize for missing the call
(especially during working hours) and then reassure the caller that they will
receive a return phone call as soon as possible.
Notify the caller as to when the message will be heard and
when they can expect to hear back from you. If you’ll be out of the office a
few hours, a few days or a couple of weeks – let them know.
5. Set the Expectation
Set the expectation by providing a realistic timeline for
when to anticipate a return call. Remember to make sure you follow up and
return the call as promised.
6. Provide an Option to Speak to Someone Else
Always give the option to speak to a backup person in the
case of an urgent issue. Nothing frustrates customers more than feeling like
they have an emergency and no one is available to help them.
7. Thank You
Lastly, thank the caller and reassure them that their phone
call will be returned as soon as possible.
Example Church Voice-mail Message:
“Good morning, this is Tuesday, August 30th. Thank you
for calling the accounting office of First Community Church. This is Kathy and
I am sorry I missed your call. I will be in meetings until 3 pm today and
will be responding to your voicemail immediately after that. If this is a
matter that needs immediate attention, please contact Stacy at extension 4354.
Thank you for calling.”
Other things to think about:
- Voice-mail messages
should be updated whenever you will be out of the office for an extended
period of time
- There should be a
service standard that all voice-mail are answered by the end of the
If you’d like more information, this is a great book on telephone service skills – The Best of the Telephone Doctor.
Source: Smart Church Management