What should you say? What am I not allowed to discuss? How do I end a phone call? These questions will all be answered in this section.
This is a critical first impression and portrayal of our business. If you do not know an answer, never tell a customer false information. Every customer should receive the same amazing customer service every time. This is a good time to memorize our hours of operation.
When answering the phone:
Always answer with enthusiasm and excitement.
Say ”Thank you for calling Souzza, this is (your name), how may I help you?”.
When talking to customers:
“Kill them with kindness” when speaking to customers. Be tentative and respond accordingly and correctly.
Leaving a message for a manager:
All calls that are not customers must be relayed to the correct manager. These could be anywhere from sales calls, to marketing calls or information calls. If you do not know the answer to a question, relay it to a manager and inform the other party that a manager will give them a reply.
Using a callback slip, write down the name, number, company, purpose of the call and any other contact information along with the time and date of the message. It is very important to get ahold of the appropriate manager immediately and relay the message.
Ending a phone call:
When ending a call, Souzza would like every potential customer to have a positive experience with us, regardless if they’ve purchased from us or not.
End with “Is there anything else I can help you with?”.
If not, “Thanks for calling! Have a great day!”.