Call Etiquette
Always greet the customer within this many seconds of the call connecting.
What is 5 seconds?
A statement that acknowledges the customer’s feelings is showing this.
What is empathy?
The first thing you should do when a customer reports an issue.
What is listen carefully and take notes?
This must be verified before accessing a customer’s account.
What is identity or authentication?
This metric shows how much revenue is generated on average from each customer interaction.
What is Revenue Per Contact/Call (RPC)?
This should always be used to address the customer during the call.
What is their name?
This three-word phrase is a powerful way to show support and understanding.
What is I understand that?
If you don’t know the answer to the customer’s question, you should do this.
What is let them know you'll find out?
When a customer violates policy, respond with this tone.
What is professional and firm, but respectful?
This measures the percentage of calls that result in a successful sale.
What is Conversion Rate?
The best way to close a call professionally.
What is thanking the customer for calling/loyalty and offer to book future reservations?
This tone should be used to calm frustrated or upset customers.
What is calm and reassuring?
This strategy helps you break down a complex problem.
What is asking clarifying questions?
Company policies are in place to ensure this.
What is consistency and fairness?
This measures how long an agent takes to handle a call from start to finish.
What is Average Handle Time (AHT)?
If you need to place a customer on hold, you should always do this first.
What is ask for permission?
This phrase can help rebuild trust after a mistake.
What is "I apologize for the inconvenience"?
When there’s a delay in resolving an issue, this is key to maintaining trust.
What is regular updates?
You should always do this if a policy is unclear to the customer.
What is explain it clearly and offer alternatives?
This score shows if the customer would recommend the service to others.
What is Net Promoter Score (NPS)?
This is what you should avoid doing while the customer is talking.
What is interrupting?
This is more important than being right in an emotional customer interaction.
What is making the customer feel heard?
This is what it’s called when you go the extra mile to help the customer.
What is proactive service?
This is the best way to handle a situation where policy can’t meet the customer’s request.
What is empathize, explain, and offer what you can do?
This metric tracks whether the customer’s issue is completely resolved during the initial interaction, without the need for follow-up.
What is First Contact Resolution (FCR)?