1. First Key to Good Customer Service
TELEPHONE SKILLS
First Key to Good
Customer Service

2. Improper Use of the Telephone Can Send Customers Away…for Good!
Some examples of improper use are:
Excessive ringing before picking up;
Voice mail/answering machine;
Rude language;
Unprofessional transfers;
Poor message taking skills
Interrupting the caller and,
Not listening to the caller.

3. Pick up a ringing phone before the third ring.
Answer the phone with a smile on your face and there will be a smile in your voice.
Repeat back to the caller the name, telephone number and message to ensure that you have the correct information.

4. Decide on your greeting; before
receiving the call.
“Can I help you?”
“May I help you?”
“Company name, can I help you?”
“Department name, can I help you?”
“Your name, may I help you?”

5. How to Handle a Late Answer
Apologize
“I’m sorry, how can I help you?”
Do not mumble, speak clearly
Do not make an excuse

6. Speak Like a Normal Person
In other words, be yourself
Be aware of your telephone voice
Be sincere
Do not mumble
Do not speak in a monotone
Do not use the phrase “Uh-huh”
Do not talk to fast
Do not talk to slow
Do not speak too loud or too softly

7. The Obvious Don’ts Don’t eat while talking Don’t drink while talking
Don’t cradle the phone on your shoulder
Don’t slouch at the desk
Don’t type while talking
Don’t sound like a robot

8. Telephone Skills Let the pace of your voice match that of the customer
Be careful not to extend your voice beyond what is appropriate for you
Put some life in your voice
Smile while you are talking

9. HOME WORK Listen to TV news people
Practice while driving to and from work
Pay attention to your speech habits for three weeks
Then note the changes you want to make

10. Language Trip-Up Stones 
Who’s Calling?
What Da Ya Want?
Oh, Really?
Wud You Say?
Doncha Know?
Can’t Hear Ya?
Speak Up!
Bye!
Hold on, I’ll Switch You Over!
And….Never….Never Swear!

11. Avoid Tacky Transfers Please hold, CLICK! Hold, CLICK!
Can ya hold, CLICK!
Hello, CLICK!
CLICK!
Who are you holding for, CLICK!
CLICK, CLICK, CLICK

12. There has to be a better way!
If the caller needs to speak to another
department, tell them the name of the
department, who they need to speak to and
the correct department phone number –
and then ask if you can transfer them to
that department. Always helpful, always
courteous.

13. Don’t Mangle the Message!
Be prepared to write any message
Understand the needs of the people you take messages for
Work out a consistent approach to the task of message taking
Make sure all words are spelled correctly; all numbers are written correctly – BEFORE you end the phone call

14. A Good Message Contains:
Caller’s name (ask for spelling)
Caller’s phone number (verify)
Company name (if applicable)
Date and time of call
Caller’s message (if the caller wants to leave a message)
Your name

15. Return Your Phone Calls
It’s appropriate
It’s professional
It’s mannerly
It’s polite
It’s the RIGHT thing to do!

16. Possibly the biggest error either on the phone or face to face!
DO NOT INTERRUPT THE CALLER
Possibly the biggest error either on the
phone or face to face!
People do not like to be interrupted!
Intentional or not, it can be a major insult!

17. “The Angry Customer” You should be patient
You should be a good listener
You should apologize
You do not have take verbal abuse or let the
customer swear at you – turn this over to your
supervisor! Immediately!

18. Ten Rules of Phone Courtesy
SUMMARY
Ten Rules of Phone Courtesy
Answer the phone promptly
Speak in your normal voice
Watch your language
Avoid tacky transfers
Don’t mangle the message
Return your phone calls
Don’t interrupt
Appease the angry customer
Make sure there is a happy ending
LISTEN