Secondary Catalogue
Customers on the Phone
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.
Production Year: 2015
Duration: 6 min
Series: Customer Service Essentials
Printable Resources: Yes
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