How We Delight Customers On The Phone

During the telephone training by The Peer Group, we learnt that it is critical for any organization to have well mannered employees who can fulfill the need for proper telephone etiquette in the work place as CUSTOMERS ultimately pay our wages.

Here are some quick reminders of the key points that we agreed to adopt…

    • Answer the phone correctly e.g “GOOD DAY, THIS IS (Your name) FROM Your Company, PARTS, HOW MAY I HELP YOU?”
    • Avoid unnecessary jargon and acronyms in your conversations (speak in simple English) – use the caller’s
      name in your conversation (people like hearing the sound of their own name).
    • Practice and develop good listening skills, (do not interrupt whilst the other person is talking)
    • Make sure you speak clearly and are smiling as you answer the phone, also identify yourself. (even if the other
      person cannot see you, they will hear your smile in your voice)
    • It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you’ve kept them on
      hold too long. If you promise to return a call, do not forget to do as you promised.
    • Do not permit the phone to ring into the office more than three times.
    • Do not give the impression that you are rushed. It is better to return the call when you can give the person the
      time they need to handle the reason for their call.
    • When you take a call, turn away from your computer, desk, and other work. Don’t allow other distractions to
      take your attention away from the caller.
    • Use a “telephone voice” in which you control your volume and speed. Speak clearly.
    • Be enthusiastic and respectful and if there is a problem, be concerned, empathetic, and apologetic.
Make sure you follow these simple rules and you will improve your image significantly. And guess what! there will be mystery callers who will monitor those who break the rules so beware!!