First Key to Good
Customer Service

 Improper Use of the Telephone Can Send
Customers Away…for Good!
 Some examples of improper use are:
 Excessive ringing before picking up;
 Voice mail/answering machine;
 Rude language;
 Unprofessional transfers;
 Poor message taking skills
 Interrupting the caller and,
 Not listening to the caller.

1.
Pick up a ringing phone before the third ring.
2.
Answer the phone with a smile on your face and there will be a smile in your voice.
3.
Repeat back to the caller the name, telephone number and message to ensure that you have the correct information.

Decide on your greeting; before receiving the call.
“Can I help you?”
“May I help you?”
“Company name, can I help you?”
“Department name, can I help you?”
“Your name, may I help you?”

 How to Handle a Late Answer
 Apologize
 “I’m sorry, how can I help you?”
 Do not mumble, speak clearly
 Do not make an excuse

 Speak Like a Normal Person
 In other words, be yourself
 Be aware of your telephone voice
 Be sincere
• Do not mumble
• Do not speak in a monotone
• Do not use the phrase “Uh-huh”
• Do not talk to fast
• Do not talk to slow
• Do not speak too loud or too softly

 The Obvious Don’ts
 Don’t eat while talking
 Don’t drink while talking
 Don’t cradle the phone on your shoulder
 Don’t slouch at the desk
 Don’t type while talking
 Don’t sound like a robot

 Let the pace of your voice match that of the customer
 Be careful not to extend your voice beyond what is appropriate for you
 Put some life in your voice
 Smile while you are talking

 HOME WORK
 Listen to TV news people
 Practice while driving to and from work
 Pay attention to your speech habits for three weeks
 Then note the changes you want to make

 Language Trip-Up Stones

 Who’s Calling?
 What Da Ya Want?
 Oh, Really?
 Wud You Say?
 Doncha Know?
 Can’t Hear Ya?
 Speak Up!
 Bye!
 Hold on, I’ll Switch You Over!
 And….Never….Never Swear!


 Avoid Tacky Transfers
 Please hold, CLICK !
 Hold, CLICK !
 Can ya hold, CLICK !
 Hello, CLICK !
 CLICK !
 Who are you holding for,
CLICK !
 CLICK , CLICK , CLICK

There has to be a better way!
If the caller needs to speak to another department, tell them the name of the department, who they need to speak to and the correct department phone number – and then ask if you can transfer them to that department. Always helpful, always courteous.

 Don’t Mangle the Message!
 Be prepared to write any message
 Understand the needs of the people you take messages for
 Work out a consistent approach to the task of message taking
 Make sure all words are spelled correctly; all numbers are written correctly – BEFORE you end the phone call

 A Good Message Contains:
1.
Caller’s name (ask for spelling)
2.
Caller’s phone number (verify)
3.
Company name (if applicable)
4.
Date and time of call
5.
Caller’s message (if the caller wants to leave a message)
6.
Your name

 Return Your Phone Calls
 It’s appropriate
 It’s professional
 It’s mannerly
 It’s polite
 It’s the RIGHT thing to do!

DO NOT INTERRUPT THE CALLER
Possibly the biggest error either on the phone or face to face!
People do not like to be interrupted!
Intentional or not, it can be a major insult!

 “The Angry Customer”
 You should be patient
 You should be a good listener
 You should apologize
You do not have take verbal abuse or let the customer swear at you – turn this over to your supervisor! Immediately!

SUMMARY
 Ten Rules of Phone Courtesy
1.
Answer the phone promptly
2.
Speak in your normal voice
3.
Watch your language
4.
Avoid tacky transfers
5.
Don’t mangle the message
6.
Return your phone calls
7.
Don’t interrupt
8.
Appease the angry customer
9.
Make sure there is a happy ending
10.
LISTEN