1. Telephone Etiquette BB Notes 1 Mr. Martin FoAT 5/31/2011

2. General Info Taking ownership is the process of taking verbal responsibility for the company’s actions, instead of passing the problems off You should ask for the customer’s account number by asking, “may I please have your account number so that I can access your account?” If a person’s accent is very difficult to understand, focus on the content of the message

3. General Info An effective customer car representative thinks like the customer It is permissible for a representative to raise his voice during a call only when the customer says that they can’t hear you A professional caller would not require a special strategy for handling the call The nature of the word “wrong” might upset the customer

4. General Info You should be respectful when you encounter a customer who is elderly When you repeat info back to the customer, you are utilizing the communication technique of “restating” When developing listening skills, it is NOT appropriate for the call representative to finish the customer’s sentences for them

5. General Info When screening a call for an unavailable employee, you should respond to callers with “Mr. Smith is not available at the moment. May I take a message?” Making another person irrational is NOT one of the benefits of asking clarification questions You should treat your customers as you would like to be treated in a similar situation

6. General Info Poor temperature is NOT an example of a personal barrier that a sender creates A proper response to a customer is “I’ll be happy to help you with that. May I please have your account number so that I can access your bill?”