COMMUNICATION
PHONE ETIQUETTE
WHEN ANSWERING THE PHONE
Sometimes there are unavoidable situations that may frustrate or upset a customer, such as putting them on hold or transferring their call. Below are some tips to best handle these difficult moments. TROUBLESHOOTING Putting a Customer on Hold: Answer questions or requests by only offering information within the scope of your expertise and bring in additional resources and personnel only when needed. Voicemails should be responded to in a timely manner, within one business day. Remember to thank the customer for calling and sharing, and always invite opportunity for more communication. Customers want to be helped quickly and efficiently, especially if they experienced automatic prompts and selections before getting to a real person. From answering the phone, to troubleshooting an issue, to transferring the call, there are some key steps to ensure friendly, over-the-phone service. Stop what you are doing, clear your mind and focus your attention on the incoming phone call to set yourself up for success. Be attentive and pick up the phone within three rings. Personalize the conversation with the identifying message on the previous page. Using your name, personalizes the customer service experience and allows employees to take ownership of the call. Communication should be respectful, and employees should make every effort to efficiently answer questions, requests, or handle a complaint. Taking a Message:
Ask the customer if you can put them on a temporary hold and explain why. Thank the customer for being patient while on hold. During times of heavy call volume, offer to set a call back time for the customer. Ask the customer if they mind being transferred. Explain why they are being transferred and who the call is going to. Provide the direct phone number so the caller can redial later if necessary.
Always end the call on a positive note. Follow up with any necessary next steps and evaluate the call to improve future service. whereabouts of other employees. Give a reasonable estimate of when the co-worker will return. Offer to help the caller as much as possible. Explain that the appropriate person is unavailable, but do not share any personal information or the
Transferring a Call:
Ending a Call:
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