Customers develop confidence when they know what to expect. Even a standard personal
greeting will help to achieve this. Here is an example of what a personal greeting might
include:
“Hello, this is Valerie of ABC Corporation. I am in the office, but with another customer at
the moment. Please tell me how I can assist you. Leave a message after the tone,
including your phone number and the best time to call. If there is research I can do
before returning your call, please include details in your message. I will return your call
just as soon as possible.”
If you want to give callers an alternative, your greeting might end with an instruction such as
this:
“If you would like to speak to someone immediately, dial extension 1234 and a help desk
analyst will assist you.”
If you have an after hours number where you can be dependably reached, your message
should provide this information:
“Hello, this is Valerie of ABC Corporation. Our normal business hours are from 7:30 am
to 4:30 pm. If this is an emergency, please page me at _______ or call me at ________.
Otherwise leave a message after the tone, including your phone number and the best
time to call. I will return your call just as soon as possible.”
It is not necessary to update your personal greeting every day. However, if you will be out
of the office for more than a day, you may want to change your greeting. A message
explaining when you will return, and who to contact is probably sufficient:
“Hello, this is Valerie of ABC Corporation. It is Monday, February 1st, and I am on
business travel through Wednesday, February 3rd. If your call is urgent and requires an
immediate response, please contact the help desk at extension 1234. Otherwise, I will
be checking voice mail, so please leave a message, including your phone number and
the best time to call. I will return your call just as soon as possible.”
Telephone Techniques
The help desk is the first point of contact for most customers. Good telephone techniques
are critical. The following guidelines are recommended for enhancing customer
relationships.
· Smile. It can alter your voice.
· Sit up and take a deep breath. It is relaxing and will take the tension out of your voice.
· Be conscious of all background noise.
· Respond as quickly as possible, without interrupting the customer.
· Speak clearly.
· Be courteous. Treat callers as you would like to be treated.
· Listen carefully. It is the best way to clearly understand a customer’s needs.
· Evaluate the urgency of the customer’s issue by asking questions. Find out the
implications.
· Do not draw a conclusion until all of the information has been presented.
· If you believe that additional time is needed to research the issue, discuss options with
the customer.
· Once the issue is resolved, be certain that the customer is satisfied with the resolution.
· Fully document all of the details in the database.
· Do not place a customer on hold unless it is absolutely necessary. If you need to place
a customer on hold, then explain how long you expect to be away from the telephone.
Obtain permission for putting them on hold. Always check back with the caller if you are
longer than expected. Ask if they would prefer you to call them back by a certain time.
Always thank the caller for holding.
A customer should not have to call the help desk to find out the status of an open service
ticket. Status updates should be provided when service times exceed the service level
agreement.
www.elitebuyer.com
135 e. 9th st, ste b, long beach, ca 90813
562-366-4177
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