This document provides call handling guidelines for customer service representatives. It outlines best practices for greeting callers, acknowledging issues and paraphrasing to show understanding, obtaining necessary verification information from customers, placing callers on hold and transferring calls. Representatives are instructed to sound friendly, apologize for any inconveniences, actively listen, thank customers, and address them by name at least three times per call to enhance the customer experience.

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)”