Telephone Etiquette BB Notes 1

1. Telephone Etiquette BB Notes 1 Mr. Martin FoAT 5/31/2011

2. General Info • Taking ownership is the process of taking verbal responsibility for the company’s actions, instead of passing the problems off • You should ask for the customer’s account number by asking, “may I please have your account number so that I can access your account?” • If a person’s accent is very difficult to understand, focus on the content of the message

3. General Info • An effective customer car representative thinks like the customer • It is permissible for a representative to raise his voice during a call only when the customer says that they can’t hear you • A professional caller would not require a special strategy for handling the call • The nature of the word “wrong” might upset the customer

4. General Info • You should be respectful when you encounter a customer who is elderly • When you repeat info back to the customer, you are utilizing the communication technique of “restating” • When developing listening skills, it is NOT appropriate for the call representative to finish the customer’s sentences for them

5. General Info • When screening a call for an unavailable employee, you should respond to callers with “Mr. Smith is not available at the moment. May I take a message?” • Making another person irrational is NOT one of the benefits of asking clarification questions • You should treat your customers as you would like to be treated in a similar situation

6. General Info • Poor temperature is NOT an example of a personal barrier that a sender creates • A proper response to a customer is “I’ll be happy to help you with that. May I please have your account number so that I can access your bill?”