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16 December 2019

3 Steps That Will Improve Your Telephone Etiquette

Working with many clients who use our call monitoring and tracking service, we’ve been able to see first-hand how important customer service is over the phone.

It comes down to two words: Telephone etiquette. The easiest way to keep your customers happy is how you treat them when they reach out to you. Here are the three simple steps that you can implement with your team to improve your call centers.

#1: TREAT EACH PHONE CALL AS PRIORITY NUMBER ONE

When your employees are multi-tasking it’s crucial that they know your customers should receive their undivided attention. We’ve seen employees have to ask the same question over and over because they were preoccupied. Your customers are calling in because they want to keep your business. They chose you originally; don’t give them a reason to be inconvenienced and go elsewhere.

Pro-Tip: When the phone rings, have your employees put everything away, minimize whatever is on their phone screen, grab a notepad to take notes and have the focus strictly be on the call.

#2: EVERY CUSTOMER SHOULD BE TREATED LIKE FAMILY

Pretend each customer was a grandparent. You may be surprised how far a please and thank you can go. Smiling while you are on the phone is a great way to start off with a great attitude. Even if the call isn’t going your customer’s way, you should always be respectful of them.

Pro-Tip: Speak in full sentences. Instead of saying “Yes” or “No”, complete the phrase with “Yes, we can definitely do that for you!”

#3: BE A YES-PERSON.

Customers want to know they are being taken care of. If at all possible, avoid using negative connotation.

Pro-Tip: Instead of saying “No” to a request respond with “Yes, I’ll try my hardest to stay on top of the issue” or “Yes, I’m working right as we speak to alleviate your problem.”