Week 7 Checkpoint Phone Etiquette

Week 7 Checkpoint Phone Etiquette

Steven Pope-Coney

IT/284

April 5, 2013

Carol Tilden

Week 7 Checkpoint Phone Etiquette

Phone etiquette is very important when giving customer support in the industry. By showing the most efficient phone etiquette will give valuable customer service. Phone etiquette is valuable to any type of consumer support, which will start from giving the pre-greeting to your consumers. The pre-greeting is letting the customer know your name and what department they have reached. By giving details to the consumer they will feel at ease to who they are speaking to. Customers are expecting for an agent to answer their call and assist them with their questions.

Agents need to be in their seats ready to take calls because the customers are counting on their services. As part of being ready to assist the customer, the agent should have a pen and paper just in case they have to take important notes for troubleshooting. In general the welcoming is the most important part of phone communication. Based on the greeting is how the customer will respond to the agent. During the conversation process the agent needs to listen carefully and engage with the customer.

Using the customer’s name and paraphrasing what the customer said in your own words is a good way to build understanding. Agents should make the customer feel comfortable by being patient, kind and using the customer’s name. The final part is closing the call successfully. To close the call successfully the agent needs to satisfy the customer by answering the customer questions, troubleshooting their issues, and getting verification and confirmation that their issues are solved. Make sure to also thank the customer for calling this will win the customer over. The Customer would mostly likely want to use the service again. Using the phone properly is very important with customer service. Placing the caller on hold and transferring the customer to different departments is essential....