Great Customer service is critical for achieving desired business results. When someone calls a business for the first time they are providing the perfect opportunity to make a lasting first impression.
Employees should use a telephone script and the phone should be answered the same way every time. This can be achieved by developing customer service standards and establishing employee goals that are tied to customer service objectives. Telephone training is critical to that first initial customer contact.
“Good morning(afternoon) thank you for calling ABC Business. This is Tiffany how may I help you?”
This script has four distinct parts that are important to the customer communication:
An upbeat opening (good morning) to the greeting sets a positive tone for the customer and communicates a level of professionalism.
Thanking the customer (thank you) for calling communicates that you value their business.
Identifying yourself (this is Tiffany) when answering the phone personalizes the conversation for the customer and gives them a contact name and resource for future reference.
Asking the customer (may I help you) how they can be helped sends a message that the person answering the phone cares about meeting the needs of the customer.
Having scripted and detailed telephone training helps employees understand customer service expectations. Incorporating expectations into individual goals can be part of the global performance management system.
As with all customer service training, the training is only as good as the leaders who model the desired behaviors and the employees who are held accountable. Consistency inperformance management is critical to achieving customer service desired results.
Telephone scripts can be modified depending on the time of year (seasonal greetings).
If you would like to learn more about customer service on the telephone, you can check out The Best of the Telephone Doctor on Amazon.
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Article was first published November 24, 2010, updated June, 2013.
photo by: Flicker
This article is by Patricia Lotich from thethrivingsmallbusiness.com.