Professional Telephone Business Etiquette

When handling a dissatisfied caller, you should

• Immediately give them to your supervisor

• Give them whatever they want

• Avoid speaking with them

• Listen to how the caller feels

True or False:

You should put yourself in the caller's position.

• True

• False

Why should you give a customer options?

• Customer is always right

• It helps them feel empowered

• I don't have a clue

When you end your call with a dissatisfied caller, you should....

• end with a joke

• end on a positive note

• give them to your supervisor

Before ending your call you should make sure to...

• Give plenty of excuses

• Yawn

• Confirm what has been decided in order to avoid further misunderstandings

A good thing to say/do to an unhappy customer is...

• It is what it is

• We don't need your business

• I don't get paid enough for this

• Listen before responding, acknowledge their problem, and then help them

Why are telephone greetings important?

• It is the first impression

• It shows that you are happy

• It shows that you are polite

When you answer the phone you should say: (read them all before making your choice...hint...hint...)

• Your name and the name of the company

• "How can I help you?"

• Your name and "How can I help you?"

• The name of the company, your name, and "How can I help you?"

When you need to put a caller on hold, you should say:

• Please hold

• Can you hold, please?

• Ask permission to put a caller on hold and tell them for how long

• Sorry for the inconvenience, I need to put you on hold

What is the average amount of time a caller will wait on hold before getting annoyed?

• less than 20 seconds

• 1 minute

• 2 minutes

• 3 or more minutes