Telephone Etiquette - 7 Customer Service Tips

I once made a call to a business office at 5:15 at night. Someone picked up the phone, but didn't identify themselves or the company. After clarifying that I had called the correct company, I asked if the individual I wanted to speak with was there, and was advised that no, he was not. I was then told it would be better if I called back the following day. At this point, I had to ask the person who it would be better for - me or him - because it was obvious he simply didn't want to take a message or help me. Poor phone experiences can be avoided by simply following a few simple phone guidelines in place.

Phone Guidelines
1. The first person to speak with a client should identify the company and themself. Subsequent people to speak with a client should identify themselves and their department if applicable.
2. Use good afternoon and good morning cautiously, showing consideration to whether or not the caller is in the same time zone as you. If you are sure they are, by all means use it.
3. Pick up the phone by the 3rd ring even if the call isn’t yours. If you hear it ring, and no one is around to pick up the phone, pick it up.
4. If you’re picking up a call that isn’t yours, offer to help or to take a message. When taking a message, get the first and last name of the caller, the phone number, date and time they called and why they called. Ask as well if there is a good time to call back.
5. Set up the phones so you cover one another. If you are answering the phone on behalf of someone else, have access to calendars, accounts, and files so you can help the callers.
6. If you need to transfer a caller, stay on the line and introduce the caller and the issue to make sure you are transferring the caller to the correct area and so the caller doesn’t have to re-explain the issue over and over again. Better yet, tell the caller you are transferring the call to a specialist and make the caller feel valued.
7. If you need to put a caller on hold, ask for permission first and wait for an answer. Do not leave a caller on hold for more than one minute without going back to the caller and asking if they want to continue to hold or would prefer a call back.

Phone conversations can leave a positive or negative impression on your clients. Ensure the experiences you provide to your clients are consistently favorable.

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Posted by Susan Hoekstra at 7/20/2009 10:20 AM
Categories: Customer Service Tips - Phone Etiquette
Tags: Susan J Hoekstra Susan Hoekstra Service Training service consultant The Service Journey Good Service Customer Service Poor service Proactive Service Telephone Etiquette
 

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  • 9/16/2009 8:17 AM BLOG.TheServiceJourney.COM wrote:
    Recently, I made an appointment with my doctor and requested the first appointment of the day. I had a lot I planned to accomplish that day (and I hate to wait!). I was given the 9am appointment. First one! Perfect. When, on the day of my appointment, I arrived at the office five minutes early, however, the office was already full. Confused, I went to the front desk, let them know I was there, and asked about the full office. It was at this point I was told they routinely book twenty people for the first appointment every day! Furthermore, I was told not to expect the doctor until at least 10am; again standard procedure. In essence, I had to wait at least two hours before I'd actually be seen. Are you kidding me? This doctor's standard procedures clearly demonstrated that he valued his time as being much more important than anyone else's. Before we believe this is an issue that only exists at this particular doctor's office, or perhaps only exists at doctors' offices in general, however, consider that perhaps most of us may not value our clients' or colleagues' time either. Don't agree? Consider the following situations and ask yourself if any of these pertains to yourself or your company:
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