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Major Do’s and Don’ts Of Customer Service
Phrases you should use in place of the wrong ones in ethics of customer service.



- I don’t know 
- I'LL FIND OUT

- That’s not my job OR That’s not my department.
- LET ME TRANSFER YOU TO THE RIGHT PERSON

- You are right, that is bad 
- I UNDERSTAND YOUR FRUSTRATION, LET’S SEE HOW WE CAN SOLVE THIS PROBLEM

- Calm down
- WE APOLOGIZE FOR THIS

- I’m busy right now
- PLEASE HOLD AND I’LL BE RIGHT WITH YOU

- Call me back
 
- WE'LL GET BACK TO YOU ON THIS

- That’s not my fault 
- LET’S SEE WHAT WE CAN DO ABOUT THIS


- You need to talk to my manager or supervisor
- LET ME FIND THAT OUT FOR YOU

It is the fault of the computer or the system
- ITS A TECHNICAL ISSUE, WE ARE WORKING ON IT


NoteIt is only when the manager or supervisor ask to talk to the customer that you can transfer him or her to the manager or supervisor in charge.

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