Page 63 - Drive First Gear Complete - Web

Greeting a Customer When answering the phone, consider these practices:

• Try to smile before you speak—this will help your voice express
enthusiasm.
on the Phone • Think of the caller as standing right in front of you. This takes only a

few seconds and will put you in a better frame of mind to respond to
the caller.

• Try putting a mirror on your desk or on the wall in front of you and
smile into it before you answer the phone. Glance at it several times
during your conversation with the customer. What message is your
facial expression conveying in your words and tone of voice?

Your greeting should be friendly and professional, and must include:

• The greeting of the day
• The company name, and
• Your name

For example, you might answer the phone in this way:
“Good morning, thank you for calling Rent-A-Center. This is (your
name), how may I assist you today?” CUSTOMER SERVICE / GREETING A CUSTOMER ON THE PHONE

Check with your Store Manager for your stores phone greeting and
write it down here:

Other items to consider:
• Speak clearly and directly into the receiver.
• Don’t hold the receiver under your chin.
• Slow down when speaking into the receiver.
• Never place the customer on speakerphone.
• Since phone connections are sometimes not the best, the volume of
your voice should be slightly louder than your normal face-to-face
speaking volume.
• Always give the caller your undivided attention.
• Get the customer’s name early in the conversation and use it often.
• Makes notes when you're talking, starting with the customer’s name.
• If, for any reason, you must place the caller on hold, tell them what
you're going to do and ask for their permission to place them on hold.

The key to good communication, whether over the phone or in person,
is to focus your attention on the customer. If they perceive they are
being “cared for,” then your communication skills are sending the right
message.

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