What is telephone etiquette?
Telephone etiquette is the way in which a customer service agent assists a customer through a telephone service center or call center, as it is also known.
Even if there are many agents, all those within a company must follow the same telephone etiquette. In other words, they must adhere to the same standards of politeness and courtesy, and use the same tone.
We will list the following types of tones that are most suitable for a company's telephone etiquette:
Motivating tone of voice
Soft tone of voice
Informative tone of voice
Respectful tone of voice
Telephone etiquette is essential to making the customer brazil telegram data feel satisfied, because they will receive consistent attention at any time of the day.
How should you answer in a call center?
Answer the call before the third ring
The first condition of telephone etiquette is not to keep the customer waiting and to answer as soon as possible, before the third ring. Keeping the user waiting will make him feel frustrated, so customer service agents must be alert to answer the call on time.
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Introduce yourself immediately
This is the time to be polite. The first thing to do is to say “good morning,” “good afternoon,” or “good evening.” Next, tell the customer your name and tell them if you are an agent specialized in a certain area of the company. Then, ask: “How can I help you?”
Speak clearly
Understanding during the interaction will depend on the customer and the agent speaking clearly. But, obviously, the agent is the one who must try the most to express himself correctly, projecting his voice in an educated manner and choosing his words well.
