Page 25 - CUST SVC TEXTBOOK 2020
P. 25
How to Answer a Call
The opening is like a handshake. So,
- get ready
- clear your throat and
- smile (speak cheerfully)
1. Greet appropriately by saying:
- “Good morning”
- “Good afternoon”
- “Good evening”
2. Announce name of company
- “ABX Company”
3. Give your name
- “Jenny speaking”
4. Offer help / assistance
- “May I help / assist you?”
How to Ask A Caller to Hold On
1. Request politely
- “Please hold on.”
- “One moment, please.”
2. Say what you intend to do
- “I will check out the details / information for you.”
3. Always ask permission and wait for the caller’s response
- “Is that OK?”
Returning to a Call that is Waiting
1. Thank the caller for waiting or apologise for making him wait
- “Thank you for waiting, Sir.”
- “I’m sorry to have kept you waiting, Mdm.”
2. Present assistance
- “Ok, this is what I can do for you, Sir.”
- “Yes, Mdm, your reservation is confirmed.”
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