Much of what we do every day boils right down to common sense, and that includes phone etiquette. It does not take a PhD to understand common courtesy phone, such as the stop typing when you take a call or ask if there is anything you can help with before ending the call. These are the courtesies we would have extended to us and we should always extend to our customers.
Here are some tips to help you with good phone etiquette :.
- Watch Paying attention to the needs of the caller and understanding of phrases that could frustrate them is very important. When a caller is already upset, avoid phrases that may disrupt more like, "I'm sorry, that's not my job."
- Empathize. It is important to remember that the caller may be facing a difficult situation, therefore empathize and extending the same courtesy that you would like to spread you will help provide excellent customer service.
- Remember courtesies. remember common courtesies like "please" and "thank you" will make the caller feel that you care.
- Avoid jargon / slang. Avoid using acronyms or business jargon that confuse the customer. It is also important not to use slang like "yep" and "is not." the use of slang can make us appear unpolished and unprofessional.
- propose solutions / alternatives. Finally, to propose solutions to the customer, even if it is only to say that you research the issue and give them a call. The customer needs to feel confident that they will be addressed. It is OK to ask for more time to research, but always make sure to reconnect with the timely customer.
For more advice on a wide label phone and business service front-line customer Customer Service or Back to Basics Advice services to customers. Do you have telephone advice of the label you want to share?
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