Establishing extraordinary call center etiquette standards is one of the most important things you can do for your company. Often, calling a customer service agent is a customer’s sole interaction with your business. That means most of your customers form their opinions of your brand based on your phone etiquette! If you want to improve your call center’s customer service, you need to put effort into perfecting your phone call etiquette. Here are some tips for fantastic customer service phone etiquette.
Speak with a Pleasant Tone
Your greeting on the phone sets the tone for the whole conversation. If you are speaking to a first-time caller, this may be their first interaction with your company. It is important to communicate in a manner that is in line with your brand. You want to make the customer feel that they are being listened to and that you care about their concerns.
While on the phone, it is essential to communicate your message clearly. Effective communication on the phone is already a difficult task to accomplish. To maintain clarity, avoid mumbling, speaking too fast, or having a volume that is too loud or quiet. This prevents unnecessary miscommunication between you and the customer. Also, properly enunciate your words so the customer won’t need to figure out what you said.
Say Please and Thank You
If you have put the call on hold for any reason, be sure to ask the customer’s permission first and remember to say please! Once you get back on the line, always thank them for their patience. This is essential to maintain your professionalism and assure the customer that you respect them and know that their time is valuable. Your customers will appreciate that you have their best interests at heart.
Follow Proper Transfer Procedures
Sometimes you can’t solve a customer’s issue and need to transfer them to another department. Properly transferring a call is especially important. Incorrectly transferring a call can waste customers’ time, making them more irritated and unhappy with your business. Before transferring a call, inform the caller why they are being transferred and explain why it is in their best interest. You should also check to make sure the department can take the call before completing the transfer. Additionally, make sure the new department has the caller’s name, request, and any other helpful information they might need to address the problem.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.