Page 22 - CUSTOMER IS ALWAYS RIGHT WHOLE DOCUMENT
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Customer Service On The Telephone
As we deal with customers over the telephone, we need to remember
that it is a substitute for “face to face” conversations; therefore we need
to work at finding ways to compensate for what we are missing out on:
a. We cannot see facial expressions, manners, reactions
b. We cannot see what the other person is doing
c. We cannot lip-read what the other person is saying
d. We cannot use illustrations to help them understand
Note that it is not always what we say but how we say it that creates a
good or bad customer perception.
Answering the telephone professionally
1. Use the four answering courtesies: Greet the caller, State your
organization, Introduce yourself and Offer your help.
“Good afternoon, Accounts, Akua speaking. How may I help you
please?”
2. Show enthusiasm when you answer. Help make the caller feel
welcome.
3. Use friendly phrases as part of your greeting.
4. Remember to smile as you pick up the receiver.
