Call Handling Guidelines

1. CALL HANDLING GUIDELINES

2. • I. Greeting
•
• “Thank you for calling (COMPANY NAME). This is
(YOUR NAME), how may I help you?”
•
• *Sound as happy, friendly and accommodating
when delivering your greeting statement

3. • II. Acknowledge/Paraphrase
• “I understand how you feel and I apologize for any
inconveniences you may have experienced. Let me try to help
you out with your concern. Can you tell me more about it?”
• “I understand how you feel and I apologize for any
inconveniences you may have experienced. If I understood you
correctly, this is what happened: (CUSTOMER’S ISSUE). Is that
right? Let me help you out on that.
• *Use the EAR Method every time the customer shows a sign
of being upset, frustrated, angry, etc.
• *Use verbal prompts such as “I see” or “Yes, I understand” to
let them know that you are listening. Also, say “I apologize,
please continue” if you accidentally interrupt callers while they
are talking

4. • III. Verification
• Get all the necessary information for the customer to be
verified (i.e. name, last 4 digits of credit card no. etc.)
• “In order for me to be able to verify your identity, may I have
your name and the last four digits of your credit card
number please?”
• “For verification purposes, may I have…..?
• “To protect the privacy of your account, may I have….?
• “Thank you for that information.”
• *Always thank the customer for the answers/information that
they give you and make sure you use their names at least 3
times in a call. Remember that the essence of the verification
is customer security!

5. • IV. Hold Procedure
• Ask for permission
• Give a specific timeframe (limit it to 2 min.)
• Give a reason for the hold
• “Thank you, please hold.”
• “Thank you for waiting.” (upon return)
•
• Transfer Procedure
• Inform caller where/to whom they’ll be transferred
• Give a reason for the transfer
• Inform of possible hold time
• “Thank you. Please stay on the line for the
(TRANSFER DESTINATION; i.e. technical
department)”