Page 25 - CUSTOMER IS ALWAYS RIGHT WHOLE DOCUMENT

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3. Inform the next employee with details of your conversations with
the customer. This will help prevent the customer from repeating

herself again.

General Guidelines For Telephone Conversations

Smile as you pick up the phone as it reflects in your voice

Be friendly and use a medium to low pitched voice

Avoid the excessive use of a slang expression eg. “hang on”

Guide against unnecessary long conversations to keep whoever
wants to contact company waiting.

Be abreast with an in-depth knowledge about the organization to

enable you handle calls efficiently and connect callers instantly to

the right personal or office.

Avoid putting undesired calls through to personal especially higher

executives in the organization. You are responsible for shielding

them from unnecessary calls and you must be tactful and careful.

Be careful with names

Always listen carefully