Page 26 - CUSTOMER IS ALWAYS RIGHT WHOLE DOCUMENT

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When answering the phone:

Be prompt when the phone rings and announce the organization
reached and your identity. Avoid unnecessary “hello”.

Always have a message pad and pen at hand pick up the receiver

with your left hand and write with your right hand if you don’t

have a head set.

Provide a friendly greeting

Avoid flirting be professional

Avoid keeping a caller waiting on the ‘hold on’ syndrome.

Always offer alternatives

Keep the caller informed

Be polite

Repeat key points for caller to know you are paying attention

Hang up last

Summarize agreed actions and do follow ups promptly