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Eight Essential Tips for Great Customer
Service on the Telephone!
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1.
Check your attitude! |
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2.
Answer the phone by the 3rd ring! |
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3.
Check your tone of voice for - |
- Warmth,
clarity, enthusiasm, inflection, confidence, sincerity,
volume, enunciation, pace
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4.
Manage the call! |
- Greet
the caller with "good morning" or "good
afternoon", give your name, offer to help, take notes,
use the caller’s name, solve the caller’s problem, thank
the caller.
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5.
Give the caller control! |
- Explain
next steps, ask permission to put the caller on hold, wait
for a response
- Give
the caller an estimated time they can expect to be on
hold, offer to call back
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6.
Transfer with care! |
- Ask
permission to transfer the caller, explain why the
transfer is necessary
- Make
sure someone is available to receive the transfer
- Tell
the receiver of the transfer the caller’s situation
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7.
Identify the problem! |
- Listen
for facts, reflect with words of understanding, probe for
information, determine potential solutions, provide
options to the caller.
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8.
Bring the call to a polite close! |
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