ASPCA, National Shelter Outreach
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
- Rude or uncommunicative person
- Lost on hold
- Unprofessional manner
- Being switched from person to person
- Hurried — rushing caller
- Not giving company or personal name
- Talking too much
- Not being knowledgeable
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DO:
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DON’T:
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Etiquette:
Answering the Phone:
- Greet the caller
- State your organization (department)
- Introduce yourself
- Offer your help
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“Good morning. XYZ Animal Shelter, Laura Brown speaking. How may I help you?”
If Necessary to Interrupt:
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Excuse me, I need to interrupt because I’m not the person to answer your question.
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Excuse me, will you wait a moment, I have another incoming call.
When Leaving the Line — Explain:
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Will you please wait while I check?
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Always use the hold button — never leave the line open
Managing the Angry Caller:
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Listen — so you will understand the problem or concern
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Relate — apologize in a general way or in a broad sense
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Propose an action plan — that will solve the problem
Managing the Talkative Caller:
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Ask closed questions — that elicit yes or no answer
“Did you? Do you? Will you? May I do that?“
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Use space control
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Provide little space between your statements
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Provide minimal respons
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Do not invite unnecessary conversation
Closing the Conversation:
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Thank the customer for calling
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Let the customer know you appreciate his/her business
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Let the customer hang up first
Tips:
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Avoid side conversations. Your party deserves your full attention.
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Never eat or drink while talking.
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If you have several callers on hold, remember the priority of each call.
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If necessary, make notes of who is holding and on which line
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Thank the caller for being patient
© 2001 ASPCA
