Telephone Customer Service Dos and Don’ts for Call Center Agents (2024)

FAQs

Telephone Customer Service Dos and Don’ts for Call Center Agents? ›

Don't interrupt the customer

If you can't, help them and refer them to someone who can offer the right solution. Be truthful when dealing with customers. Don't say “This will only take a minute” if it will take longer than that to resolve the issue. If you promised the customer that you will follow up on their ticket, make sure you do.

Working in call centers and contact centers is known to be notoriously difficult with exceptionally high staff turnover rates. On a daily basis, contact center agents deal with stressful situations, high call volumes, and very often, emotional and frustrated customers.

Proper phone etiquette is your use of greetings, word choice, tone of voice, active listening, greetings and general manners on the phone. A potential client's first impression of you is often over the phone, and how you communicate with them might decide whether you gain or lose them as a customer.

The top 11 essential rules of business telephone etiquette are: answer a call within 3 rings, immediately introduce yourself, be polite, only use speakerphone when necessary, actively listen and take notes, use proper language, remain cheerful, ask before putting someone on hold or transferring a call, be honest if you ...

The three keys to customer experience success are consistency, consistency and consistency.

What are the 5 P's of telephone etiquette? ›

Always keep in mind that effective business telephone etiquette requires you to be: prepared, present, polite, patient, personable, professional, proactive.

These factors remain important no matter who is on the other end of the line, and you should ensure that anyone answering phones for your company keeps the three Ps at the forefront at all times: Promptness, Professionalism, and Politeness.

Be a Good Role Model

When you come into work feeling and looking positive , excited, and engaged, your team will likely respond in kind. So start by being a good role model – your attitude and actions should set an example for everyone else to follow.