Call Center Phone Etiquette
The call center is typically a fast-paced and high-stressed environment. To keep customers happy and maintain business, call center phone etiquette is vital between the customer and the representative. For an amicable working environment, it is also necessary to practice etiquette among representatives.
Other People Are Reading
-
Courtesy
-
Common courtesy goes a long way with customers and co-workers. Use of words such as "please" and "thank you" displays appreciation. It is expected that the representative is courteous to the customer; that same courtesy should be extended to co-workers.
Holds
-
Sometimes it is necessary to place a customer on hold while asking questions or getting clarification. When a customer needs to be placed on hold, first ask if the customer minds being placed on hold while the representative seeks clarification. Return to the phone every minute to let the customer know she has not been forgotten. If the research required is more extensive, get the customer's contact information and call back as promised. When a co-worker needs to be placed on hold, follow the same procedures. In this case, the co-worker should be considered an internal customer.
-
Transferring
-
When a customer must be transferred, advise him that he will be transferred, who he is being transferred to and what the person will do for him. For the co-worker, give the customer's name, pertinent account information, the reason for the customer's call and the reason the customer is being transferred.
Inappropriate Language
-
Occasionally, customers are so irate about an issue that they use inappropriate and offensive language. In these instances, politely advise the customer that type of language will not be tolerated. Also, let the customer know that the representative will be glad to help resolve the issue after the offensive language is stopped.
Schedule Adherence
-
Phone etiquette also means being available to take calls when scheduled. This ensures that the customer receives quality service and co-workers are able to take their breaks accordingly.
-
References
Resources
- Photo Credit Image courtesy of Microsoft Office online
