Talking is an art, by communicating you can either make an impression or you can drag people to depression. So effective spoken ability is the only one thing which can make a person successful . But when it comes to speaking on a telephone, where there is no direct visual . One should understand how to communicate. A long gap of thought burst might end up the caller on hold feel ignored. So proper telephone etiquette is important. Here are the major telephone etiquette which will take customer service to a different level . Let's see one after the other
Clear throat on the call
It's always necessary to clear your throat before taking call. Chewing , crunching and choked Voice may make the other person feel distracted. One should never eat or chew anything when on a call . It happens that you might be getting sneezing , always mute the call and then apologize and continue with the call.
Sign Posting
While phoning a customer one should always keep the customer know what your doing . It will keep the customer aware that you are working on the customer's issue. Some times signposting is mis interpreted by telling each and everything to the customer . Like "Sir, I am drinking water" etc. Which is not at all necessary. Proper sign posting only needed to inform the customer that we are working on your query
Hold Protocol
This is the most important bit of the entire call. This may either Nourish or perish your customer service. Think like this , you have called a company and we're on long wait and finally you reach someone who can address your query and suddenly without a notice a highly unpleasant tone stucks your ears "You call is placed on hold, sorry to keep you waiting". Thats the impact of not using hold protocol. When ever you place a call on inform the customer why you are placing the call on hold, what will you be doing in the hold time , how long will it take and if it's take long what will you do .
Here is a sample statement for hold
"While I look up for the required information , I do need two to three minutes. So may I place your call on hold for two to three quick minute while I check for the required information. If it's taking longer time I will keep you posted"
Transfer protocol
It's again a big thing . Usually , if we work on a level one or level two businesses zone we have to transfer calls among the teams . It's always recommend to warm trasfer. That means when you transfer the call you will call the team , speak the the other person on the call inform them the query the customer has, and then connected the call introducing both the caller and the level 2 agents with there names. While we do this, we need to inform both the parties about why we are transferring and what you have done on the call . A example of ideal transfer protocol will be like
"Thank you for being with me, I have my colleague Mr X from the Sales department, ............and Mr X I have Mr customer on the line with me regarding his laptop , he want to buy new one so I transfered would you be able to check ................ Thank you for both of you have a great day"
Dead Air
When talking to customer we should always ensure that we don't leave them with dead air (pausing in between two to three minutes while busy with something else). Dead air gives an impression of ambiguity to the customer. Always ensure customer is connected with conversation. If you have to take a dead air appolozise for being silence. This sentence can be used for apologizing for dead air
"I am sorry for the silence. I am checking with the information so kindly ignore the silence"
So following telephone etiquette will make you a support specialist with 10/10 in customer service
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