Читать книгу Digital Etiquette For Dummies - Eric Butow - Страница 39

For customer service calls, we have more tips to share with you:

 Immediately introduce yourself when you pick up the call. Also ask who you’re speaking with.

 Be friendly, but if you can’t do that, at least be neutral — unless you want to rile your customer enough that they decide to complain and your life becomes more difficult than it already is.

 Listen to your volume level. If you’re starting to talk more loudly because the environment around you is growing louder, your customer may start to complain that you’re yelling at them. So you may need to move the call to another location.

 Before you move your call to another location, ask the other person for permission to put them on hold or to transfer a call. The reason might be the noise of your environment or the need to find more information to be able to give the customer the right answer (or to forward them to the person who has it).

You may find people who have problems speaking on the phone. Maybe they detest talking by phone or they have medical issues that prevent them from talking or listening for any length of time (if at all). There may be times when you have to speak by phone, but in that case, respect the other person by being brief — and perhaps by sending any follow-up questions by email or text message. Or, if a person doesn’t want to chat with you using a webcam on Zoom or another online chat app, many of those apps have live text chats so that you can still speak without video. Being flexible can help you gain brownie points with both customers and coworkers.