call etiquette 1

8/2/2019 Call Etiquette 1

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When you answer the phone you are the

representative of the home or business that is

being called.

The impression that you make will influence thecaller's opinion of your business.

What is call etiquette about?

Call etiquette refers to a set of rules that applywhen people make calls to others or when they

are receiving a phone call.


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Answer calls promptly, by the first ring itself.

Smile as you pick up the phone.

Use the standard greeting- Good

morning/afternoon/evening. Thank you for

calling SBI General This is (XYZ) How may I assist

you.

Project a tone that is enthusiastic, natural,

attentive and respectful.


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Patiently listen to customer without

interrupting.

Wherever required politely intervene and probe

the customer. Avoid making our customer to repeat his query

unnecessarily.

Used appropriate questions to clarify

information and identify the issue of the caller.


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Need to acknowledge our customers emotion

and issue.

Use appropriate acknowledgement statement

like I will be glad to assist you with that

when the issue was announced.

Apologize if necessary

Paraphrased where required. Avoid parrotingcustomers query.


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Use a positive and business like tone.

Sound helpful and courteous at all times.

Sound confident while conversing withcustomers.

Modulate voice so as to effectively respond to

customers query.


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Ask permission before placing a caller on hold. Return to the line periodically.

Ask callers if they want to continue holding.

Indicate how long the delay could be.Offer to call the person back if the wait will be

long.

Never leave a customer on hold for longer than

one minute. Be courteous, respectful and professional.


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Use positive language with concise sentence.

Reply with a distinct yes, rather than yeah.

Show respect with simple comments and

responses such as Thank you, I appreciateyour help, and Please.

Avoid responding with non-words noises, such as

ah, uh-huh or ummm.

Speak slowly and pronounce words clearly with a

professional tone.


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Never make an angry caller wait for more than 30minutes for a supervisor.

Listen to the complaint, investigate and act to resolvethe issue.

Avoid interrupting until the entire complaint has been

stated. Do not allow yourself to get angry.

If the caller is angry, pause before you respond and thenrespond politely.

If the caller is extremely angry, ask if you can call back.

If the caller refuses, ask if you can have few minutes tocollect needed information. This additional time mayallow the caller to calm down.

Continued.


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Never put an angry caller on hold. This may make

them more angry.

Empathize. Express regret for the situation.

For example: Im sorry for the inconvenience. Find a way to agree with their circumstances.

For example: I understand what you are going

through

Suggest alternatives for handling the problem thatyou have the authority and take responsibility for

providing answers to the customer.


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I dont know

I/We cant dothat

Youll have to

Just a Second

No

Let me check and find outfor you

Thats a tough one. Let mesee what I can do

Say that what you need todo

It may take few minutes toget that information, pleasemay I place you on hold for a

minute

Eliminate it at the start of asentence


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Set up correct expectations for our customers

about the TAT.

Giving an assurance statement will be done

If call back required will call back soonCall closing should be Thank You for calling

SBI General and have a nice day


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Phase 1: Opening the Call (Greeting &

Introduction)

Phase 2: Building Rapport & Identifying

Customer Need (Question)

Phase 3: Collecting/Verifying of Information

(Paraphrase)

Phase 4: Provide Customer Solutions,

Alternatives or Information Phase 5: Close the call (Summarize)


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Chaitali Koli 10348


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call etiquette 1

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