Greetings
This should be included every time you answer the phone.
What is your company name, your name, and an offer to help the customer?
This communication skill requires giving the customer your full attention before responding.
What is active listening?
This should happen before placing a customer on hold.
What is asking from permission?
This phrase is a better alternative to saying "I don't know."
What is, "Let me find that information out for you"?
This is the first thing you should do when dealing with an upset customer.
What is listen?
This sets the tone for the rest of the customer interaction.
What is the first impression (or greeting)?
Repeating important details back to the customer helps prevent these.
What is misunderstandings?
Customers should hear these four words when you return from a hold.
What is, "Thank you for holding?"
What is connecting the customer with the appropriate person.
This should never happen during a disagreement with a customer.
What is arguing?
Doing this while speaking can make your voice sound friendlier, even though the customer cannot see you.
What is smiling?
Doing this while the customer is speaking is considered poor phone etiquette.
What is interrupting the customer?
Before transferring a call, customers should know this and who they are being transferred to.
What is why they are being transferred?
This can completely change how a customer interprets your words, even if you say the same exact same thing.
What is your tone of voice?
This communication skill helps customers feel heard and understood.
What is empathy?
This should be avoided because it can make a greeting sound rushed or impersonal.
What is answering with "hello?" or failing to introduce yourself?
Questions asked to better understand a customer's issues are called these.
What are clarifying questions?
This question should be asked before ending a customer call.
What is, "Is there anything else I can help you with today?"
What are respect and empathy?
(could include: clarity, positivity, or professionalism)
Remaining this helps de-escalate difficult situations?
What is calm?
A customer calls asking about their delivery, Demonstrate a professional greeting before gathering additional information.
What is, "Thank you for calling Sam's Furniture, this is (NAME). How may I help you today?
A customer is explaining that their furniture arrived damaged, but they're speaking quickly and seem frustrated. Demonstrate how you would confirm you understand the issue before offering solution.
What is, "Just to make sure I understand..."?
A customer needs to speak with another department about an issue. Demonstrate the proper way to transfer the call.
What is explaining why they're being transferred, telling them who they'll be speaking with, and then completing the transfer professionally.
A customer asks a question you do not know the answer to. Demonstrate a professional response that maintains customer confidence.
What is, "That's a great question. Let me find that information for you so that I can give you the most accurate answer."
A customer is upset because their delivery was delayed and begins raising their voice. Demonstrate an appropriate first response before attempting to solve the issue.
What is, "I understand how frustrating that must be. Let me look into your order and see what I can do to help."