telephone ethics as customer service

Ladyluis · #1 Feb 7, 2007, 04:02 PM

1. what is the best way of answering the call specially answering the customer over the
phone?

lovelesspa · Feb 11, 2007, 04:19 PM

Quote:

Originally Posted by Ladyluis

1. what is the best way of answering the call specially answering the customer over the
phone?

The best why I know to speak with a customer is to use their formal name i.e., "'Hello, Mrs. Lightweight, this is Judy from CJ Car sales", Customers want to feel their business is important to you as well it should, especially if their having problems, paying for instance, If they yell at you, actually lower your voice when answering them, then they are forced # 1 to listen to what your saying and #2 a calming voice may make them feel more at ease. It'll become second nature to you after a few tries, but always speak clearly and professionally, and know exactly what you want to say beforehand!

MNNEPAL27 · Mar 20, 2007, 06:58 AM

Here is another way if doing it.

" Thank you for calling ( company) this is ( your name) how may I assist you ( client's name)?

That is realy easy too. I use it all the time.

MEENU93 · Jun 21, 2007, 09:56 PM

Quote:

Originally Posted by Ladyluis

1. what is the best way of answering the call specially answering the customer over the
phone?

" Hello Good morning/evening; customer,Tell me your problem related to the product..What service I can give for you.I shall try my best to solve your problem."
(answer patiently)........................Don't forget to contact me through my no:whenever my service is needed...Thank you!

(close)

Suseelan Sadasivan · Jun 29, 2007, 10:16 PM

The Standard Response , is , "" Thanks for Calling XYZ company. This is ABC( your name ) , How may I help you ?.

If you know who is calling you from your system , it is always better to address the customer by name.

eg. Good Morning , Mr / Mrs...... " This is ABC ( your name). How may I help you ??

Alternately , you can also say " Good Morning Mr/Mrs...... " Officer ABC ( name ) at your service "

If your system is one where you have the customer details as date of birth , wedding anniversary etc, at the instance the call reaches you , It would be Excellent if you delight the customer by Wishing him on his birthday , Anniversary . We call this Customer Delight .

There are companies who capture these details , but rarely use them.( Wouldn't you be surprised and pleased , if you were greeted , when you call a call centre.)

You never know , a customer about to blow up may well cool down .

It has been my observation that , the greeting is always loud and clear , but then the name is hushed up or unclear.



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