Actively listen to the user and take notes
Listening involves active attention, concentrating only on what the customer is saying. If you respond or make comments based on what the customer says, you will show them that you are an empathetic person and that you want to help them.
Use appropriate language
Showing respect through words is one of the best examples of telephone etiquette. Avoid using rude and foul language to avoid offending the customer.
Show joy
When faced with an angry customer, an empathetic and brazil telegram data cheerful agent is the best way to help them stabilize their emotions. Therefore, it is necessary to be positive, supportive and friendly.
Ask the customer if they want to wait or be transferred to another agent or department.
The customer calls because they want solutions, not to be kept waiting for several minutes instead of being transferred to an unoccupied agent. Keeping this in mind is key to telephone etiquette in a service company .
Be honest when you don't know the answer
Knowing and practicing telephone etiquette doesn't mean you can't make mistakes or that you have to have all the answers. You may not know how to resolve a problem, but that doesn't mean you're not a professional.
Finally, when it comes to using telephone etiquette efficiently, a Call Center Software is one of the most convenient options. Using this type of platform, you will be able to give your customers the best service in the shortest time possible.
Target response time: This is the approximate waiting time. If you want to offer a more efficient service, aim to reduce this value as much as possible (although you will obviously need more available agents.
