PAPERmaking! FROM THE PUBLISHERS OF PAPER TECHNOLOGY Volume 6, Number 2, 2020
conversation by taking notes can ensure that you remember and respond to all the customer’s concerns effectively. x Be honest . Honesty is more important than trying to make your customer happy. If there’s something you know you can’t do for them, make them aware that you cannot perform the task they are requesting. Deliver the honest message in a polite and sympathetic way and your customer may still have a positive experience with your business after the call is over, even though you could not meet all of their needs. For instance, you could say “I understand your concerns, but unfortunately we cannot approve your request.” If you know of additional resources that the caller can use to meet their needs, provide them before closing the call. x Ask the caller before placing them on hold . You may need to place a caller on hold to get more information for them. For instance, you could say “Would you mind if I placed you on a brief hold to better assist you?” Asking the caller before placing them on hold allows them to know you are working on assisting them to the best of your ability and it displays professional courtesy. x Minimize emotional reactions . Keep your tone of voice positive. Find a break in the conversation and ask the caller politely if you may place them on hold. While they are on hold, take two deep breaths and remember to be objective and empathetic when faced with a challenging caller. x Make sure the callers’ needs a re met before closing the call . Making sure you meet the customer’s needs is usually your goal when answering a phone call. The customer may often forget about other questions they have during the conversation. Asking if their needs are met or if they have questions is a great opportunity to be proactive and provide further clarification.
https://www.indeed.com/career-advice/career-development/phone-etiquette
Article 11 – Phone Etiquette
Page 3 of 3
Made with FlippingBook - Online catalogs