ASPCA, National Shelter Outreach

 

Basic Telephone Skills

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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

Etiquette:

• “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

© 2001 ASPCA

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