Your Company Name

Create rapport over the telephone How to open and close a business call How to identify both expressed and

unexpressed customer needs How to effectively transfer a phone call

and place a customer on hold And more

1. Smile2. Tell the caller your name3. Ask questions4. Paraphrase the caller’s message5. Repeat the caller’s name6. Tell the caller what you’re going to do7. Return calls promptly8. Give every caller your best9. Let the caller hang up first

1. Greet the caller

2. Company name

3. Your name4. Offer to help

“Thank you for calling Rooney Insurance. My

name is Terasita. How can I help

you today?”

“I realize this must be frustrating.”

“I can understand how frustrating it might be to gather your team together for a video training and the video not play.”

“I cannot imagine how upsetting it must be to…”

“We want to get to the bottom of this just as much as you do.”

“Thanks for being a loyal Myra Golden Media customer.”

“Thank you. We always like to hear how much our customers enjoy our products.”

“We appreciate customers who let us know when things aren’t right.”

“The first thing we need to do is…”

“I’m glad you called today.” “I can certainly get that

information for you.’

“In order to determine what happened I will need to ask you a few questions.”

“Do you mind if I ask you a few questions so we can figure out what has happened?”

Use please and thank you. Be friendly and conversational…

don’t have an interrogation style. “May I have your zip code,

please?” “Thanks. One final question…”

“I will mail you a $50 gift card. You should receive this gift card within 7-10 days.”

“I will research this and call you back at 918-398-9368.”

“Ms. Williams, may I help you with anything else?”

“Is there anything else I can help you with today, Mr. Davis?”

“Ms. Bryant, do you have any additional questions?”

1. Repeat any action steps2. Ask customer if you can do

anything else3. Thank the customer for

calling4. Let the customer hang up

first

1. Get permission2. Explain why3. Give a time frame4. Thank the customer

“Tim, may I put you on hold for approximately two minutes

while I obtain more information? (wait for

response)

Okay, I will be back with you in a minute or two…(45-

seconds pass) Thank you for holding. What I have learned

is that…”

1.1.Explain why you must Explain why you must escalateescalate

2.2.Introduce customer to Introduce customer to escalated party and escalated party and explain the situationexplain the situation

3.3.Thank the customer and Thank the customer and wish them successwish them success