Here is the 7th of my series on “Back to Telephone Basics” to share with your staff.
The manner in which a call is answered projects strong signals to the caller about you and your company.
However, the caller has responsibilities too!
- If they are calling with a complaint, they should remember they are talking to another human being
- No mater how justifiably angry they may be, the call will be effective only if the caller makes themselves clear and keeps their composure
If you must put the caller on hold
(caller’s name), I need to put you on hold for a moment while I obtain that information
While checking, service the call every 30 seconds
(caller’s name) I am still checking on that information, please continue to hold
Wait for the caller’s acknowledgement, then say
If you must still keep the caller on hold
(caller’s name) I am so sorry to keep you on hold for so long, thank you for your patience
When you finally obtain the information
Thank you for waiting, (caller’s name)
The most important words you can use when dealing with your customers
Please and Thank You
This week’s question for your employees – Have we experienced any new issues from our customer this week?
Thank you for reading and sharing!
Laura Sikorski – Independent Call Center Consultant