Customer Service Telephone Etiquette
Most people know what it is like to be a customer on the phone. Some customer service representatives are able to resolve an issue with precision, but others may cause you to hang up feeling more stressed than before. If you ever plan to work in customer service, know that your company and your customers will be much happier if you follow some basic phone etiquette tips.
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Smile
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Even though you are not dealing with the customer in person, keep a smile on your face to reinforce a positive tone when you answer the phone. After you have spoken to tons of customers throughout the day, you may feel worn down, but stay positive. You may be the first or only company representative this customer has spoken to and you want to make sure he sees your company in a positive light. Staying positive will also encourage your customer to feel less stressed out.
Be Prompt
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If you keep a person on hold for even a minute he may get angry (or become even angrier than he was before). Put yourself in the shoes of your customer. Do your best to answer the phone promptly and if you must put him on hold, make it for no less than 30 seconds. When you can not get back to him in 30 seconds, ask him for a contact number and say that you will call him back at a specific time.
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Know Your Stuff
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Since you are working in customer service, you are expected to know how to answer customer queries. If you work in a secretarial position, you should at least know how to route customers calls to someone who can answer their questions appropriately. If you work in technical support, you should know how to address very specific technical concerns. If you work in telemarketing, you should have a sheet of paper telling you what to do. Let your customer know if you are new to your job and say that you will do your best to address his concerns promptly.
Stay Calm
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Do your best to understand that an angry customer might be having a bad day. The bad day may even have something to do with your company. Do not let his anger get to you. If you are calm, you keep yourself sane and your customer may eventually follow your lead.
Stay Customer-Focused
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The industry is called "customer service" for a reason. Your job is to be focused on your customers' needs. Make sure that you are not having a conversation or making any loud noises (e.g., smacking your gum) when you answer the phone. Throughout the phone call with your customer, abstain from having any outside conversations with co-workers or doing anything that would lead the customer to believe that you are distracted and/or unsympathetic to his situation.
Resolve It
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Be equipped to handle any situation by restating the customer's concerns (say something such as, "If I'm hearing you correctly, you are having trouble with _________.") Also take notes so that you or anyone else may refer to them later. If you can not immediately resolve the issue, make describe to your customer a detailed plan of attack. Either way, hang up knowing your customer feels that he has been heard.
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