Customer Service Tip #5:  Telephone Tips

You probably already know the phone tips included in Operation Friendly.  The following are some other good tips to keep in mind if you have a lot of phone contact with constituents. All of the tips come from the source listed at the end of the tips.

- Why have a phone etiquette? "Good telephone etiquette is one way that you can ensure that a customer has a consistently good interaction with your company. Customers love consistency, and they expect to receive the same level of service that they received today when they call tomorrow, next month, or next year."

- Attitude "Some telemarketing companies are so convinced of the value of smiling when talking on the phone that they install mirrors above the telemarketers' desks to remind them to smile."

- Putting customers on hold "As soon as the customer agrees to hold on the phone, say 'thank you' before clicking off the line."

- Letting customers know you're still there "When dealing with a customer who is on a long hold pattern, return to the line every 30 seconds or so and inform him or her of your progress when dealing with the particular situation."

- Talking to a "real person": "Always give your customers a way out of voice mail so that they have the option of talking to a real person."

Source: Leland, K. & Bailey, K. (1999). Customer Service for Dummies.

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