Many customer interactions still take place over the phone, making phone etiquette in customer service as important as ever. A single phone call can make or break the relationship between a business and its customers.
In fact, research shows that 60% of consumers prefer talking to a live person over the phone when they need help, according to a study by NewVoiceMedia. That means every phone call is an opportunity to build trust and loyalty—or lose it.
Here are some important do’s and don’ts of phone etiquette so you can ensure that each customer hangs up feeling heard and valued.
The Do’s: What You Should Always Do in Phone Customer Service
1. Answer the Phone Promptly
Customers hate waiting, especially when they need help. According to research by Forrester, 73% of customers say valuing their time is the most important thing a company can do to provide good service. Aim to answer calls within the first three rings. It shows that you’re attentive and ready to help.
2. Greet with Enthusiasm and Friendliness
First impressions matter! Your greeting sets the tone for the entire conversation. A warm and professional greeting like, “Good morning! Thank you for calling [Your Company], this is [Your Name]. How can I assist you today?” lets the caller know they’ve reached a professional who’s eager to help.
3. Listen Actively
Active listening means fully focusing on the caller, not just waiting for your turn to speak. Repeat key points back to the customer to show that you’ve understood them. You might say, “So, just to confirm, you’re having an issue with…” This makes the caller feel heard and reassured that you’re on top of the issue.
4. Keep a Calm and Polite Tone
Even if a customer is upset, your tone can either calm or escalate the situation. Staying calm and polite shows professionalism and helps de-escalate potential conflicts. Studies have shown that 70% of buying experiences are based on how customers feel they are being treated, according to McKinsey.
5. Provide Clear and Accurate Information
Customers rely on you for solutions, so it’s important to be clear and concise. If you don’t know the answer, be honest and say you’ll find out. Always make sure to follow up. It’s better to take a moment to get the right information than to give incorrect details that could frustrate the customer further.
6. End the Call on a Positive Note
After resolving the customer’s issue, thank them for calling and ask if there’s anything else you can assist them with. Ending on a friendly, helpful note leaves a positive lasting impression. You can say something as simple as, “I’m glad we were able to resolve that for you today. If you need anything else, don’t hesitate to call us again!”
The Don’ts: What to Avoid in Phone Customer Service
1. Don’t leave Customers on Hold for too Long
We’ve all been there—stuck on hold with no idea when someone will get back to us. According to a study by Velaro, 60% of customers will hang up after being on hold for just one minute! If you need to put the customer on hold, ask for permission first and provide an estimate for how long it will take. Check back in if the hold time goes longer than expected to reassure the customer that they haven’t been forgotten.
2. Don’t Interrupt the Customer
Cutting someone off mid-sentence is a big no-no. It can come across as rude and impatient. Even if you think you know what the customer is going to say, let them finish. Interrupting can make them feel like you’re not interested in fully understanding their problem.
3. Don’t Use Jargon or Overcomplicate Things
Not every customer will understand industry-specific terms, and using technical jargon can leave them confused.
- Keep your explanations simple and straightforward.
- If a customer asks for clarification, patiently walk them through it.
The goal is to help, not impress with fancy terms!
4. Don’t Sound Disinterested or Robotic
No one wants to talk to someone who sounds like they’re bored or reading from a script. Even if you’ve answered the same question a hundred times that day, try to engage with each customer in a fresh, energetic way. Use their name and personalise the conversation. A customer can tell if you’re just going through the motions, and it can harm their perception of your service.
5. Don’t Rush the Caller
Trying to get the customer off the phone too quickly can be damaging. It gives the impression that you don’t care about their issue. Give the caller your full attention, even if the problem seems small or easy to resolve. Rushing through a call is one of the easiest ways to lose a customer’s trust.
6. Don’t Forget to Follow Up
If you promise to call a customer back or provide more information later, make sure you follow through! A 2017 survey by Zendesk found that 87% of customers think brands need to put more effort into providing consistent customer service. Following up as promised shows reliability and commitment to customer satisfaction.
Providing excellent phone customer service is simple, but it’s not always easy. It does require attention to detail and a genuine commitment to helping customers. By following the do’s and avoiding the don’ts, you can create a positive experience that will keep your customers coming back. Remember, each phone call is an opportunity to leave a lasting impression—make sure it’s a good one!
Contact Sparkle Training today to discuss our tailored Call Centre Customer Service Training Programs and the benefits they can bring to your Customer Service Team.
Call 1300 611 288 or email info@sparkletraining.com.au