Quick Answer: What Is The Golden Rule When Dealing With A Phone Call?

What are the rules of telephone etiquette?

Phone EtiquetteAnswer the call within three rings.Immediately introduce yourself.Speak clearly.Only use speakerphone when necessary.Actively listen and take notes.Use proper language.Remain cheerful.Ask before putting someone on hold or transferring a call.More items…•Jul 23, 2020.

What are the elements of good customer service?

5 key elements of excellent customer servicePatience. Whether you are dealing with distressed customers or perhaps customers who are letting out their anger, it is important not to fold under the pressure. … Engage. Show an interest in your customers by engaging with them. … Knowledge. … Honesty. … Respect.

What are the 3 most important things in customer service?

With that, let’s get started with the very first important customer service skill: empathy.Empathy. Understanding the customer and the problem is key for anyone in a customer facing role. … Clear communication skills. … Product knowledge. … Problem-solving skills. … Patience. … Positive attitude. … Positive language. … Listening skills.More items…•Oct 15, 2018

What are the two things we must do while talking on the telephone?

10 telephone etiquette tips you should keep in mindWhen you’re speaking over the phone remember to smile, sound upbeat and keep your communication short.Greeting.Take permission and be polite.Identify self and the organisation.Clarity.Purpose of the call.Know your timeline and keep it short.Avoid fillers and keep it interesting.More items…•Jan 14, 2016

How do you not answer the phone?

8 ways not to answer a telephone.Chewing: Even though you’re enjoying your meal, callers won’t.Finishing a conversation: From the second you pick up the receiver, it’s all about the customer.Multi-tasking: The caller will sense whether or not they have your full attention.More items…•Nov 17, 2014

What should be avoided while being on a call?

Top 10 Things to Avoid Doing When You Answer the PhoneSkip The Speaker Phone. It’s convenient, sure – but it doesn’t give your callers the sound quality they deserve. … Ditch The Chewing Gum. … Avoid Distractions. … Eliminate Inconsistencies. … Limit Background Noises. … Don’t Whisper. … Don’t Shout. … Do Not Use Poor Equipment.More items…•Apr 15, 2014

What are the 2 types of customers?

What are the Different Types of Customers?Customers play a significant role in any business. … Loyal customers are the most important segment to appease and should be top-of-mind for any company. … Impulse customers are second to loyal customers in the generation of sales revenue.More items…

How do you answer an incoming call?

Answer or reject a phone callTo answer the call, swipe the white circle to the top of the screen when your phone is locked, or tap Answer.To reject the call, swipe the white circle to the bottom of the screen when your phone is locked, or tap Dismiss.More items…

What are the do’s and don’ts of telephone etiquette?

The Dos and Don’ts of Telephone EtiquetteDO – Smile when you talk to people. … DON’T – Be distracted. … DO – When you answer the phone, greet the caller warmly and advise who they are talking to. … DON’T – Shout or whisper. … DO – Speak clearly. … DON’T – Leave the caller on hold for too long. … DO – Make the caller feel welcome.Jul 18, 2017

How do you end a phone call professionally?

The Best Call-Closing StatementsSTEP 1 – Briefly summarise what has been accomplished on the call.STEP 2 – Let the customer know what happens next (and include a timescale – so they can go about planning their busy lives).STEP 3 – Ask the customer if there is anything else that they can be helped with.More items…•Feb 7, 2018

What should you not say on the phone?

Phone Etiquette Tips – 11 Things You Should Never Say“How are you?” “How are you?” “Good.” [Awkward pause.] … “Mate!” Customers are not your mates. … Crutch Words. “There are, like, four different sizes, and each size is available in, like, a million different colours…” … “No.” Customers do not want to hear the word “no”. … 5. “… Or” … “Are you there?” … “I’m sorry!” … Jargon.More items…•Nov 27, 2017

What are the golden rules of customer service?

The 18 Golden Rules of Customer ServiceListen to our customers & clients. … Build a service-minded culture. … Be helpful, even if there’s no immediate profit. … Know how to apologise. … Don’t make promises you can’t keep. … Take that extra step. … Identify and anticipate needs. … Answer your phone.More items…•Jan 12, 2021

How do you introduce yourself on the phone?

Introduce yourself Say “Hello, this is (name)” to let people know who you are. If you answer the phone and the caller doesn’t give his name, you can say “May I ask who’s calling, please?”. Practise saying these simple phrases to help yourself feel confident at the start of any telephone conversation.

What are the 5 types of customers?

Following are the most common five types of consumers in marketing.Loyal Customers. Loyal customers make up the bedrock of any business. … Impulse Shoppers. Impulse shoppers are those simply browsing products and services with no specific purchasing goal in place. … Bargain Hunters. … Wandering Consumers. … Need-Based Customers.Jun 25, 2020

Which is best type of customer?

Loyal Customers. Some are your best customers. They come back often and love shopping with you.

How do you talk professionally on the phone?

10 tips for answering and handling calls professionallyPromptly answer calls.Be warm and welcoming.Introduce yourself and your business.Speak clearly.Do not use slang or buzz words.Ask before you put people on hold.Don’t just put calls through.Be prepared for your calls.More items…•Feb 13, 2018

What should you not do on the phone?

Let this article serve as a ten commandment table for all Android users, and thus avoid unexpected problems or unpleasant surprises.Do not use the screen lock. … Ignore phone updates. … Charge the phone via USB. … Do not back up. … Store all data in the cloud. … Leave the phone charging all night. … Do not protect the screen.More items…•Apr 26, 2017

What are the things need to consider in answering a phone call?

Answering CallsTry to answer the phone within three rings. … Answer with a friendly greeting. … Smile – it shows, even through the phone lines; speak in a pleasant tone of voice – the caller will appreciate it.Ask the caller for their name, even if their name is not necessary for the call.More items…•May 28, 2020

What are the 4 types of customers?

The four primary customer types are:Price buyers. These customers want to buy products and services only at the lowest possible price. … Relationship buyers. … Value buyers. … Poker player buyers.Oct 3, 2014

What are 3 important qualities of customer service?

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you’re following these guidelines, you’re on the right track.

What are five characteristics of quality customer service?

The 5 Crucial Characteristics for People in Customer ServiceKnowledge of the Product. How bad is it when not even the employees from a company know about the product they are selling. … Empathy. Empathy is a crucial ability for service agents, the art of putting yourself in the position of another person. … Customer Focus. … Patience & Flexibility. … Language skills.Oct 30, 2014