Good customer service involves supplying customers with their wants and needs, which can bring back repeat customers and positive word-of-mouth referrals. When handling upset callers, use the ASAP technique to acknowledge them, sympathize with their situation, accept responsibility, and prepare to help resolve the issue without making excuses. When taking phone messages, be sure to write down the caller's name, phone number, company, and key details of the message, and inform them when the intended recipient may return their call.

1. CUSTOMER SERVICE The ability to supply your customers with their wants and needs. Good customer service will bring back customers Those customers may tell other business about you

2. HANDLING UPSET CALLERS Use the ASAP Technique Acknowledge Sympathize Accept Prepare to help Don’t make up excuses Don’t let the caller upset you.

3. TELEPHONE MESSAGES What to remember Keep paper and pen close Write down the caller's name, phone number and company Make sure you write down the important information

4. TELEPHONE MESSAGES When talking to a caller Talk in a friendly voice Tell them who they are calling for is unavailable Ask if they want you to take a message Tell them when they can expect who they are looking for might call them back

5. SCREENING PHONE CALLS When Screening a Call Ask who is calling Where they are from Why they are calling Call who the caller wants to talk to Tell them the information about the caller Ask if they want to talk to them

6. HANDLING INDECISIVE CALLERS Don’t get irritated and remain patient Ask questions that can be answered with yes or no When telling the caller options, don’t give them more than three