Search for a Pet

Check us out on:

Working with Adopters

Basic Telephone Skills

Although companies differ, it is not unusual to have more than 80 percent of customer contact provided by telephone.

The success of a company depends on customers. These customers will not return unless they are treated professionally and courteously.

Top Complaints

DO:

DON'T:

Etiquette:

Answering the Phone:

"Good morning. XYZ Animal Shelter, Laura Brown speaking. How may I help you?"

If Necessary to Interrupt:
Excuse me, I need to interrupt because I'm not the person to answer your question.
Excuse me, will you wait a moment, I have another incoming call.

When Leaving the Line -- Explain:
Will you please wait while I check?
Always use the hold button -- never leave the line open

Managing the Angry Caller:
Listen -- so you will understand the problem or concern
Relate -- apologize in a general way or in a broad sense
Propose an action plan -- that will solve the problem

Managing the Talkative Caller:
Ask closed questions -- that elicit yes or no answer

"Did you? Do you? Will you? May I do that?"
Use space control
Provide little space between your statements
Provide minimal respons
Do not invite unnecessary conversation

Closing the Conversation:
Thank the customer for calling
Let the customer know you appreciate his/her business
Let the customer hang up first

Tips:
Avoid side conversations. Your party deserves your full attention.
Never eat or drink while talking.
If you have several callers on hold, remember the priority of each call.
If necessary, make notes of who is holding and on which line
Thank the caller for being patient