Customer transactions handled by telephone require special consideration. Elaborate on this statement

Question

What will be an ideal response?

Answer 1

Many transactions are handled by telephone. All telephone relationships— regardless of the
initial contact system your organization uses— require special consideration. In almost all
cases, the customer expects speed, knowledge, courtesy, and action.
a) Speed: Since the customer has called rather than visited, he or she is interested in saving
time. Although the customer's expectation of a speedy response is frequently unrealistic, your
demeanor will affect the customer's attitude. Here are some professional guidelines to use
when answering the telephone:
i) Answer the telephone within three rings, sooner if possible.
ii) Start with a greeting such as "Thank you for calling" or "Good morning."
iii) Identify your organization or department: "Danville Symphony Orchestra" or "Reservation
Department."
iv) Identify yourself last: "This is Jennifer." The caller is more apt to remember your name if
you give it last.
b) Knowledge: If you have answered the call, it is important to find out quickly what is being
requested. Do not assume that the first statement or request is the customer's primary motive
for calling; getting to the main reason may take a while. Respond in those areas in which you
are qualified, and quickly redirect the customer to other staff members if necessary. If
possible, after making the transfer, check to find out whether the transfer occurred. There is
nothing more frustrating to a customer who has called long distance than to be transferred to
another extension and get a busy signal, or to be accidentally disconnected.
c) Courtesy: Always use a respectful tone when answering calls from customers. Maintaining
a courteous tone can be difficult, especially when the day grows long or the customer
becomes hostile. However impatient and frustrated you become, remember that each call is a
new situation to the caller. No matter how far up or down the chain of command you are, a
customer remembers discourtesy— and often the name of the person who was discourteous.
d) Action: When you make a commitment to a customer, make sure that you keep it. If you
promised to replace a defective product, do so as soon as possible. Broken commitments
foster distrust.