9. Phase 1:
Opening of the call.
(Greeting &
introduction)
Phase 2:
Building rapport
and identifying
mood.
(Question)
Phase 3:
Collecting/verifying
of information
(Paraphrase)
Phase 4:
Provide Solutions
alternatives or
Information.
Phase 5:
Close the call.
(Summarize)
10.
11. Placing the call on hold
• Ask permission before placing a caller on
hold.
• Tell the caller if the delay would last longer
• Offer to call the caller back if the wait may
persist.
• Never leave the customer on hold for more
than 30 seconds.
• Be courteous, respectful and professional.
12. Ensure that you are not distracted
by any kind of noise maybe by your
surroundings.
Prepare well, before answering a
call.
Have a pen, pencil and notepad
always handy.
13. BEFORE PLACING A CALL
• Be prepared;
• Know the name of the caller and how to
pronounce it.
• Know what you need to say before placing
the call which will make your call crisp and
effective.
• Verify the phone number before calling.
14. PLACING A CALL
• Ask if its convenient to talk
• State your business as politely and clear as
possible
• Use the clients name during the conversation
• Insist on calling back if the connection is
faulty.
15. ENDING CALLS
• When the conservation is complete do the
following;
• Make sure the caller has no more queries or
message.
• Use “Goodbye”, “Thank you for calling” to
end the conversation.
• Make sure the caller keeps the receiver
before you. This prevents the feeling that you
may have cut them off intentionally.
16. Transferring calls
• Transfer calls only if you are unable to help
the caller.
• Ask permission to transfer calls and explain
the reason for transfer.
• Let the caller know the name and the
department you are transferring the call to.
• Never transfer a caller more than two
minutes
17. TAKING MESSAGES
• Write a message, even if the caller says he
will call back
• Include the date and time
• Verify the users name and phone number by
repeating the information.
18. • Pick any call before the third ring.
• Speak pleasantly, and use pleasant phrases e.g. “May I help you?”,
“You are welcome”.
• Keep a Smile on any call to have a pleasant voice or tone.
• Avoid Slang.
• Don’t eat, sip a drink and chew gum while on phone
• Introduce both the party to each other, when transferring a call.
• Don’t keep you caller on hold for more than 60 seconds.
•When ending any call ensure there is no unfinished business.
