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Customer Service and Telephone Etiquette - Coggle Diagram
Customer Service and Telephone Etiquette
Answer the call
Introduce yourself
Follow the script
No background noise
Answer within 3 rings
Speaking
Speak clearly
Speak calmly
Be cheerful
Use proper/business language
Listen effectively
Do not interrupt
Take notes
Ask questions to clarify
Summarize what they say
Communicate Professionally
Use the caller's name
Show empathy for customer
Listen more than you speak
Positivity
Say just enough
Exhibit Professional Behaviors
Admit mistakes
Ask before putting on hold
Rephrase for understanding
Exhibit patience with the customer
Admit when you don't know answer
No food or drink during call
Complete the call
Verify customer satisfaction
Thank for valued loyalty
Summarize the call
Confirm what happens next
Finish with courteous call closing