Customer Service 101: Phone Etiquette

Make the most of every call. Update your telephone skills to please customers.

You are limited to about 40 percent of your ability to get a message across on the telephone. Your customers can’t see your smile or body language. Nevertheless, phone communication skills are critical because customers will judge your organization based on contact with a single individual.

You can make the most of every call by applying tips, tricks, and techniques to connect with customers and create positive interactions. It is essential to demonstrate professionalism in all aspects of each call.

• How should you answer the phone and screen calls?
• What are the best techniques for responding to concerns?
• How can probing and responding help lead to a resolution?
• How should you handle holding and call transferring?
• What are the appropriate uses of voicemail messages?