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Answering calls in Customer service

Some things which may upset a customer are simply unavoidable. Here are some tips on how to best handle these situations:

Putting a Customer on Hold

Ask the customer if you can put them on hold; wait for them to say yes or no and then explain it will only be for a short period of time. Explain to customers why you are putting them on hold. Thank customers for holding.

Transferring a Call

Ask the customer if they mind being transferred; then wait for them to say yes or no and then explain why they are being transferred and to whom.

Taking a Message

Explain your co-workers absence in a positive light but do not be too specific. Explain that your co-worker is in a meeting, conference, briefing, or training. Do not say he or she is gravely ill, is too hung over to come to work, never called in today, can’t be found, that you do not know where he or she is, or that he or she “was just here”.

Ending the Call

This is the final step in good telephone etiquette. A good customer service representative ends the call on a positive note, repeating any actions agreed to be taken and what is going to be done to help or serve the customer.

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