Posted on March 2, 2012

What To Do and Say On the PhoneFacebook

Phone = Vehicle For Excellent Customer Service


Using the phone is one excellent form of Customer Service.

The telephone is a powerful and efficient way to connect a potential client’s need to a solution. When using the phone:

  • Speak with a smile.
  • Remember manners and etiquette.
  • Maintain a professional image.
  • Use person’s name.

When answering the phone:

  1. Give a warm greeting: Good morning.
  2. Identify yourself: This is Rich.
  3. Offer assistance: How can I help you?

Phone Rules:

  • Prepare – know what you want to say.
  • Smile – maintain pleasant demeanor.
  • Focus only on the person; avoid distractions like food, mail, email.

Best Practices

  • Get the person’s name (make him/her feel valued right away).
  • Identify the problem (show empathy, when appropriate).
  • State your company’s credibility and capability.
  • Offer appointment (service) based on priority level.
  • If asked, discuss payment terms.
  • End courteously.

This information is from the Improving Communications Improving Customer Service class. If you’re looking for ways to improve your communication skills, register for one of the public classes.