This document provides guidance on proper telephone etiquette for call center representatives. It discusses answering calls promptly, greeting the customer, speaking clearly and professionally, and maintaining a positive tone. Specific recommendations include answering with a smile, identifying yourself and the call center, asking how you can help, confirming orders by listing items and quantities, and noting any delivery instructions. Following these best practices will ensure excellent customer service and create happy customers.

1. Calls
Procedure
The
Next
Level
Academy
Boosting Call Centre Excellence

2. It is said that about 70% of buying experiences are
based on how the customer feels they are being
treated.
If a customer feels like they are being treated very
well they will buy but if they feel they are not being
treated well they simply will take their business
elsewhere.
How do you make a customer feel they are being
treated well? By treating the customers well!
Call Centre
Excellence
How you answer the phone sets the tone for the
entire call.
The correct phrases said in the right order can give
a positive first impression.

3. Answering the phone
• Receiving calls sits at the heart of customer
service and as a representative of Simbisa, you
have to ensure you create a lasting impression
each time you pick up a call.
• Customers love consistency. They expect to
receive the same level of service each time they
call in.
• As such you need to keep customers happy by
having proper telephone etiquette so as to
enhance service excellence.
• Many people call the call centre to make enquiries, place orders or
even as a mis-dial. How you talk to these people communicates a
great deal the culture of our organisation.

4. These are;
• Answer the call promptly
• Always answer with a smile
• Greet the customer
• Speak clearly and professionally
• Beware of your speaking volume
If followed, these rules will result in a successful
call that will create a happy customer that will
continue doing business with you.
Answering the phone
When speaking on the phone, there are basic rules that you ought to follow so that you are
providing the best and most effective customer service.

5. • One of the things that frustrate customers is that
calls are not picked up in time or they are not picked
up at all.
• For the most part customers that call in are using
their cellphones and waiting for a long time before a
call is answered is costly for them.
• When the phone rings always make sure you
answer it as quickly as possible so that you are
respecting the customer’s time and money.
• It also makes for better customer service.
Answer the call
promptly

6. No matter how your day is going - you could be
having a terrible day, or you are in the middle of
completing a complicated task, or your shift is ending
and you are about to go home - the customer is
always your priority.
Make sure every call you answer is answered with a
smile.
When they feel welcome, customers are bound to be
more open to you and what you are offering them
Answer with a smile
Smiling on the phone makes the customers feel
upbeat and more enthusiastic which ultimately
makes the caller feel more welcome.

7. • Always greet the customer by saying ‘good morning’ or ‘good
afternoon’ or ‘good evening’ depending on the time of day.
• If you know your caller greet them by their name. You could say
‘good afternoon Dr Moyo’.
• Make sure to identify yourself and the call centre so as to
maintain professionalism.
• The appropriate thing to say is ‘Good morning and thank you for
calling Dial A Delivery. This is Rutendo speaking, How may l help
you today?’
Greet the customer

8. Speak clearly and
professionally
Always speak clearly and with easy to understand language.
Refrain from using company jargon that the customer would not
understand.
It’s frustrating to have to repeat over and over again because you
can’t understand what the other person is trying to say.
Also be sure to explain anything your customer may seem not to
understand.
Explain menu items or any promotions that are running in store.

9. • While you are on a call, make sure there are no interruptions such
as noise from colleagues, rustling paper, chewing and eating.
Beware of your speaking
volume
• This only proves you lack professionalism and do not
value your customer or their time.
• Hearing a person chew food on the
other end of the line is utterly
annoying.

10. • One thing that you must master is the art of having fun!
• Enjoy the conversations you have with customers and adopt
a pleasant tone. It helps customers get comfortable.
• Positivity is crucial, as well as keeping your cool.
• Remember always smile, it gives you a happier and more
relaxed attitude.
• Do the following each time you answer a call;
What to say when taking calls

11. Good morning/ afternoon/
evening and thank you for
calling Dial a Delivery. This is
Fran speaking, How may I
help you today?
What to say when
taking calls

12. What to say when
taking calls

13. What to say when taking calls
Sir/Ma’am please be advised
that we are not yet offering
delivery to your area at the
moment, however because we
are still expanding you can
check with us in the near
future.
If the customer suburb is out of the current available delivery zones:

14. What to say when taking
calls
Please may I have you full address
in (Suburb name)?
Sir/Ma’am May I also ask what
main road you live off or are you
close to?
Thank you Sir/Ma’am. What
would you like to order?
If the customer is within covered delivery suburbs:

15. What to say when
taking calls
Will that be all Sir/Ma’am
Great/Excellent…Can I take a
moment to confirm your
order?...(Repeat customer’s
order listing each item and
quantity)
After customer has placed their
order and is satisfied

17. What to say when taking calls
Are there any specific delivery instructions you would like us
to note, such as pets or any gate instructions?
• Okay Sir/Ma’am, Thank you for your order …please allow
up to roughly 45 minutes to an hour for your order to be
delivered
• Please note that the order cannot be cancelled after it
has been sent to the kitchen (that is 5 minutes after the
order has been taken)
• Thank you again, have a great day and enjoy your meal.

18. • Always answer the phone with a positive mood
• Always start with a professional greeting and be sure to introduce
yourself
• Maintain professionalism by speaking clearly and at a moderate pace
throughout the call
• Explain and clarify any issues or concerns the customer might have
Tips to remember

19. Thank You