2. CUSTOMER SERVICE
Ensure all customers have as positive of an interaction with Bateel over the phone as they do in store
Scope:
Related Documents:
2.1 – 2.11
2.10 Telephone etiquette
Purpose:
The technique for answering a business call from Bateel customers creates the first impression of Bateel and Bateel's employees. The professional standards that should be followed are given below.
Procedure for answering calls:
Landline and business mobile phone:
Sound welcoming and confident when answering all phone calls. Always smile.
Answer within 3 rings or 10 seconds. If you are busy with a customer, do not answer the phone, but return the call as soon as you are finished with the customer.
Use greetings: "Good morning/after noon/evening” .
“Thank you for calling” (location name) “ Bateel Boutique ” .
Say your name - "This is -----------"
Offer assistance - “How may I help you/assist you…"
Use your voice to show interest & enthusiasm.
Speak clearly, at a moderate pace.
Ask questions to establish the caller's needs.
Use affirmative responses - "I understand/absolutely/certainly".
Use phonetics to repeat the caller's name - "alpha, bravo".
Create a positive impression.
End with a proper greeting. "Thank you for your interest..."
Allow the caller to hang up first.
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Placing a caller on hold:
Ask permission before placing the caller on hold, “May I please place you on hold?” .
Return to the caller within 30 seconds.
If the recipient is unavailable, offer to take a message.
If the recipient is busy or on another call, ask if the caller wants to continue waiting.
Offer to call back if necessary.
Thank the caller - "Thank you for waiting…"
Taking a message:
Ask for:
T he customer’s name
Company name (if applicable)
Phone number and reason for the call
Business Mobile Phone:
Every boutique has been provided with a mobile phone by the company.
First steps of setting up your device:
1. Charge the device to full.
2. Save the customer names along with the numbers from your database on your device.
3. Add contact details you may have from previous orders from your personal device.
4. Set your ring tone and notifications to a moderate level.
WhatsApp usage:
Communication over WhatsApp must be clear. Use professional greetings e.g., “Dear Khalid”
Use an introduction, “Hope you are doing well” , “Hope this email reach you well” , “Hope you are well” .
Practice good grammar.
Read the message twice before sending.
Pictures shared over WhatsApp must be clear and best quality only.
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Important note:
The company mobile phone MUST not be used for personal reasons.
Use of Bluetooth accessories/ear pods is not allowed.
Inappropriate use of mobile phone is prohibited, including photos, videos, downloading non- Bateel approved apps, or using the phone for personal use.
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