Customer Service Training TIps

How May I Rush You?

When organizations bring me in to do presentations on customer service, one of the easiest areas for improvement may be how they answer their phones. For example, a typical phone greeting could be, “Good morning, this is ABC org, Susan speaking. How may I help you?” Sounds good in theory, but in reality there are 4 negatives: 1. It’s too long, so employees rush through with a monotone. 2. Employees confuse times and mistakenly say, good afternoon. 3. Finishing with ‘how can I help you’ rushes customers to get to the point – instead of introducing themselves. 4. The caller misses the employee’s name because it’s skimmed over early in the sentence. A more effective greeting is simply, “Thank you for calling ABC org, this is Susan.” It’s short, friendly, and helps customers remember your name while encouraging them to offer theirs.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

 

Today’s chuckle:

It is not your position that makes you happy or unhappy, it’s your disposition.

 

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