Telephone/Cell Phone Top Service - Teri's Tip #47

1. Answer the phone with Good morning, or Good afternoon followed by your name. Always use your first and last name when answering.

2. Return calls by sundown. Even if you don’t have the answer or time to talk, let the caller know you received their call and will get back to them when you do.

3. When transferring a call, tell the caller whose voice that person can expect to hear on the other end. Introduce the caller to the person receiving the transferred call and explain the reason for the transfer.

4. If you must put a caller on hold, first ask the caller if they want to be placed on hold or leave a message on voicemail.

5. Act fresh all day long when answering your phone.

6. Always ask permission if you need to put a caller on speakerphone. Also, identify to the caller that there are others in the office who will hear the conversation.

7. When talking on your cell phone, be aware of another person’s space.

8. Don’t be condescending such as, “Oh, it’s you again.”

Viscious Voicemail - Teri's Tip #31

Refrain from sending out the viscious email or leaving a scathing voicemail when you are angry.  These critiques seem even more biting when delivered in this manner.  And remember, these types of communication can last forever and be replayed over and over.

If you are angry with the person or have a conflict, then handle in person if at all possible.  By watching for facial expressions and body language or listening for inflections in the voice tone, you can make sure your words are not misinterpreted.  Hopefully, the purpose of your discussion is to be constructive and be able to progress to ways to improve the situation.  Great customer service starts internally. 

http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.


Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.

Teri's Tip #15

Using energy and enthusiasm in your voice communicates confidence.  Confidance translates into TRUST for your customers.  Customers want to hear someone who is speaking in a voice that sounds strong.  Put more effort into your voice tone, inflection and level especially over the phone. 

Remember, it's the little things that make a difference in delivering excellent customer service.



http://www.retainloyalcustomers.com/