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Customers on the Phone

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team to effectively communicate with customers on the phone. Chapter 1: First Impressions on the Phone. When you’re on the phone, answer right away and use a verbal handshake. Smile as you talk, and introduce yourself. Chapter 2: Controlling the Call. Control your call by sticking to a structure, asking open questions when you need to and show that you are listening. Record and repeat information so the caller feels connected. Chapter 3: Agreeing Actions. When closing the call, don’t leave your customer ‘lost at sea’. Agree actions and how they’ll be followed up. Volunteer useful information and agree the next steps.

Rating: E
Production Year: 2015
Duration: 6 min
Series: Customer Service Essentials
Printable Resources: Yes

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