Dexcomm Blog

Customer Service Telephone Techniques

October 03, 2012

Good customer service training is vital for any key position that has contact with your patients and clients. The same applies to the person handling your business's phone calls. Reviewing this information with your staff and coaching them on customer service telephone techniques will improve your office communication, lead to better messaging and improved customer experiences.

THE SITUATION THE GOAL THE PLACE FOR IMPROVEMENT
Answering calls before the… Third ring After 6 rings
Your greeting when you answer the phone should be… Warm and enthusiastic, make the caller feel welcome Robotic without a smile
My speaking voice should sound… Enunciate clearly, voice volume moderate and speak slowly Mumbling, speaking too softly ,too loudly or too quickly
The language I should use on the phone is… Using phrases such as "Certainly" or "Very well" to show you understand Using slang such as "OK" or "No problem"
When you don't have the information you need… "I can find that for you." "I don't have that information."
When I take messages, they should be… Accurate and complete. Ask the caller to repeat or spell the words you don't under-stand. Somewhat accurate and complete
When I return phone calls, they should be within… The next business day Two business days
When I train my employees… All calls should be answered the same way To answer however they think best
Closing the conversation with a caller Thank the caller, let the caller know you appreciate the call and let the caller know the next step Not thanking the caller, and not assuring the issue will be resolved
When you have to put the caller on hold Ask them to hold, tell the caller what work you are going to do before you put them on hold, wait for a response, and when you return thank them for holding Telling the caller to "Hold, please" and not waiting for a response
When you don't know how to solve the problem "Mrs. Jones from the billing department can help you with that." "This is not my responsibility" or "This department doesn't handle that."
Handling difficult callers or calls Before you make the call, develop an action plan. Greet the customer friendly, state the purpose of your call, deliver your message professionally, ask for agreement Arguing with the caller instead of listening and trying to help
Responding to a complaining caller Listen with understanding, show sincere interest in their problem, and a willingness to help. Do not interrupt and never give excuses. Not listening and not showing willing-ness to help. Losing your temper and placing blame
Responding to a vague caller Maintain patience and good humor, keep a smile in your voice and keep your professionalism Losing patience, being abrupt and get-ting sidetracked.
Responding to an unfriendly caller Smile as you speak, deal with the matter as quickly as possible Making personal remarks, and being sarcastic
Responding to an aggressive caller Speak calmly at an even pitch, control your temper, ask and keep asking for facts Responding with aggression, and telling them you can't deal with their behavior

 

Looking for more telephone techniques? Click here to read Dexcomm's How to Improve Your Office's Communication Though Better Messaging.


Dexcomm is a Louisiana-based corporation that provides answering services to businesses and service agencies across the United States. We have been open since 1954, employ a staff of nearly 100 people, and our average client retention rate is 10+ years.

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