Phone = Vehicle For Excellent Customer Service

WRITTEN March 2, 2012 Author: Rich Atkins

What To Do and Say On the PhoneFacebook

We all use the phone.  But do you realize how important what you say on the phone is when you want to give an excellent Customer Service experience?

The telephone is a powerful and efficient way to connect a customer or even a potential customer’s need with a solution. The way you handle calls right from the start will be reflected in the response of your customer during that call and in your company’s future contact with that customer.

In our Customer Service training class we have a few tips to help improve the customer experience:

When Using The Phone

Overall during any phone call the only control you have is over your own behavior.  Any Customer Service training will have suggestions for the proper demeanor while speaking with a customer.

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

When Answering The Phone

It is important to have a loose script available for your staff regarding the best practices when answering the phone.  Every company will have their own requirements, but these 3 statements should always be in any script:

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

Phone Rules

  • Prepare – know what you want to say.
  • Smile – maintain pleasant demeanor.
  • Focus on the person; avoid distractions like food, mail, email.
  • Enunciate – being understood is required to have a productive conversation.

Best Practice Sample Script Items

Every company will have their own requirements for what their customer service representatives say on the phone with a customer. We have put together a short list to start with:

  • 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 training class. If you’re looking for ways to improve your communication skills, register for one of the public classes.

Image by Gerd Altmann from Pixabay

Other Resources:

Proper Phone Etiquette in the Workplace

8 Rules for Good Customer Service

4 Simple Ways to Communicate Better With Your Customers

The 7 Critical Telephone Customer Service Skills

Stay Connected

Subscribe to the IC weekly newsletter for tips and advice on your communication skills!

Public Classes

Effective communication is empowering. Get started on your path to being more clear, brief, and effective.

Upcoming Classes