Managing a call

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Mastering Telephone Communication for Excellent Customer Service

This guide focuses on enhancing telephone communication skills to provide exceptional customer service.

Understanding the Impact of Voice Tone and Word Choice

The tone of voice and choice of words play a critical role in telephone communication.

Clear and Precise Speech

  • Speak clearly and accurately, considering potential issues such as poor signal or inconvenient timing for the customer.

Creating Positive First Impressions Over the Phone

First impressions during a telephone call are vital for setting a professional tone.

Timely and Appropriate Greetings

  • Answer calls promptly within 2 or 3 rings and use suitable greetings like ‘Good morning’, ‘Good afternoon’, or ‘Good evening’.

Effective Call Transfer Procedures

Transferring calls should be handled with clarity and respect for the customer’s time.

Transparent Communication During Transfers

  • Inform customers about the transfer process, including who they will be transferred to and the reason for it.

Seeking Permission for Transfers

  • Always ask for the customer's permission before initiating a transfer.

Accurate Message Taking

Taking detailed messages ensures that customer queries are addressed effectively.

Recording Essential Information

  • Document important details such as the caller's name, contact information, the time and date of the call, and the specific nature of their inquiry.

Ensuring Message Accuracy and Urgency

  • Ascertain the urgency of the message and ensure its accuracy by confirming details with the customer.

Conclusion: Elevating Customer Service through Telephone Etiquette

By employing these telephone communication techniques, customer service representatives can significantly enhance customer satisfaction and experience.