Call Etiquettes

In Handling phone calls and customer service support quality is most essential for a company's success. Companies must therefore make sure that phone calls are taken most seriously to increase customer satisfaction and long term survival. Here are a few tips to meet your customer's expectations.

E-mails, live chat, web inquiries, social media, are numerous ways to communicate and pass across information. But when it comes to business, phone calls are still the most preferred form of communicating. Have you ever been on the phone and wondered how professional one could be, trust me others are thinking the same about you. Here are tips you need to know in handling calls in a professional manner.

Happy reading!

  • Answering the phone: When answering the phone, it is best to keep a paper and pen next to you. But in this digital age, one can use the "sticky notes" app to record info. This is essential to record the name of the person, the date and time he/she called and the reason why they called. This keeps record of every call made in an organized manner. One can always refer to this information call etiquettes anthonyif the need arises. Answering the call as quickly as possible makes the caller who is a potential customer feel important. Nobody likes to wait on the phone and feel like they are disturbing the person on the other end.
  • Identify yourself and the company: Always identify yourself and the company first when calling another person. For example; "thank you for calling gr8jobsng.com, MY name is Anthony, how may I help you". When they state their issue, then confirm their names and details needed to resolve the issues. When asking questions, in order to know who is calling, it's best to be polite, calm and use moderate tone; so you make the caller / customer feel at comfortable enough to relate their issues. When they have stated their issues, empathize with them. Most companies' record their calls for quality assurance purposes so standards need to be maintained at all times when communicating with all customers.

Always address the caller by their confirmed names except otherwise stated by them. For example; "I am sorry Peter, but Jane is not available at the moment, can I help you with anything or take a message".

Always end the conversation in a professional manner. With all sincerity in your voice, you should say "thank you for calling gr8jobsng Mr. James / James, do have a good day"

When a customer's issue requires longer time to resolve, request to put them on hold but before you put a customer on hold ask them and get a go ahead before you proceed. A major problem most companies have in common is that they leave their callers on hold for too long. This could be irritating and may turn off a potential customer affecting potential business deal between customer(s) and the company.

When someone calls to ask for a particular person respond by saying "please stay on the line while I confirm if he/she is available". Then confirm if the recipient wants to actually answer the call, if not, take down a detailed message for the caller if they want to then transfer the call.

  • Choose the right words: When taking calls, use the correct grammar and be audible for easy flow of communication. Avoid slangs like "yeah mehn, shebi, as in, howfa, wassup," especially when you are representing a company. You need to be professional at all times.
  • Tone of voice: In receiving a call its essential your tone of voice is calm yet clear. Avoid shouting, chewing, muttering under your breath while talking on the phone. The key to sounding most positive is to have a smile in your voice while speaking to a customer, it gives them confidence to relate their issues better no matter how irate they are at the time. Remember customer is always right. Even if you are angry over a personal matter when answering a customer's call drop the issues you have and never transfer it to the customer.

When answering calls, never interrupt a customer. Imagine if your calls are focused on customer support, you will have uncountable amount of complaints a day. As difficult as it may sound, you must patiently listen to every complaint, empathize with them even if you don't have all the answers to their issues before referring them to another department. Simply listening will help the customer feel valued and boost their self-esteem.

  • Irate Customers: Knowing how to handle irate customers is one of the biggest challenges faced when handling phone conversations by customer service personnel. Don't tell customers to "calm down" that will only make them more frustrated. Empathize with them and use responses like "I completely understand how you feel" and "you are right to be upset", "am sorry about this situation". The customer will feel less angry, calm down and they will know that you are willing to resolve their issues.

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