Telephone Etiquette Skill Reinforcement

Hello everyone.

Now more than ever, all of us need to review our customer service commitments, skills, and desire to make each customer's day better for having interacted with us. As a quick review...

Telephone Etiquette www.LearnCustomerServiceOnline.com

SMILE and make everyone feel welcome.

INCOMING CALLS

  • Answer with:
    • company name
    • your name
    • an offer to help.
  • Answer phone before 4th ring
    • Strong, positive opening ... smile
    • Positive voice tones
    • Address customer by name

ON HOLD

  • Ask for permission, wait for response, press hold 20 seconds maximum
  • If longer, ask for more time or offer to call back Back on line - apologize or thank

CLOSING CALLS

  • Use name
  • Summarize in past tense
  • Reinforce positive
  • Indicate next steps
  • Verify all concerns addressed

MESSAGES

  • Detailed message - who, what, when, where, how, why?
  • Return call? - don't promise what you can't do

Best regards,
Bob DeGroot, DCH
President
Sales Training International
bob@saleshelp.com

Copyright 2009, Sales Training International