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Great Customer Service On The Phone

The caller does not care who answers the phone. As far as he is concerned it's the company that answered the phone. This means anyone who answers your company phone has a huge responsibility. The moment you answer the phone, for the caller you are the company, and the company's reputation is in your hand.

In spite of extensive use of web and email, telephone is still the first and sometimes only contact that customers have with your organization. Make sure that this experience is the best you and your employees have to offer so that first-time callers become repeat customers. Training your entire staff on how to answer incoming calls professionally, is an important step any business can take towards improving the level of service provided to customers.

When Customers Call, They Want:

•The phone to be answered

•To speak to someone who is polite, helpful and knows


How Quickly Should the Phone Be Answered?

It’s generally accepted the phone shall be answered within 3 rings. However, I would suggest that you first find out what the market demands and your capability, and then decide on your target. You may be surprised that your customers may want a faster response.

How to Answer:

1)Greet= Good Morning

2)Identify=This is TheThree, Ali Speaking

3)Offer help= How may I help you?

The above is just an example. You may modify it to suit your market, or specific need. Remember not to make it too long; customers do not have the time to listen to lengthy greetings.

•Smile when you answer the phone. Your customers will know it.

•Before you know who is calling, decide that you will be helpful and friendly.

•Stop everything else and then, answer the phone.

•Put your best voice forward. On the phone what matters most is how you say it.

The Art of Putting a Caller on Hold

Best practice is that you should never put a caller on hold. Customers hate more than anything else relating to phone to be on hold. The fact is, there are situations in every business, that you have to put a caller on hold. Your callers will not mind it, if you follow these simple steps.

•Ask if you may put the caller on hold

•Inform reason

•Let the caller know how long he or she will have to wait

•Thank the caller for holding

The Art of Transferring

Do you like your call to be transferred? No one likes to be transferred. However, even the best will sometimes have to transfer calls to serve customers better. In most cases, your callers will not mind it, if you follow these simple steps.

•Explain why the caller is being transferred, and to whom

•Ask if you may transfer his call

•Make sure that someone is there to pick up the call before you hang up

•Tell the person to whom you are transferring the call, the caller’s name and the nature of the call

Taking Messages

You are not always there to answer all your calls, and a colleague may answer your phone. Your colleague may reply, “Lina is not in now. Want to leave a message ”. However, a more professional and customer friendly reply would be:

1.Tell the caller where= Lina is in a meeting

2.Tell the caller when she will be back=until 10am

3.Tell the caller who you are=I am her assistant Ziya

4.Offer help=Is there anything I can do? Or How can I help you?

When taking a message, include the following information.

•The date and time of the call

•The caller’s name, company, and number

•The message

•Your name

Great Close

•Recap any action steps you are going to take

•Ask the caller if anything else is needed

•Thank the caller

•Let the caller hang up first

Masood Ali- Dip. Bus. CCSM from Customer Services Institute of Australia, SSPA Certified Support Manager, SCP Certified Support Manager, and IIR Ceritified Cusomer Service Manager. Masood is Manager Customer Services, Dhiraagu and Consultant Trainer, The3