During a phone call with a client, you should avoid certain types of behaviour and saying certain things. Never say that you do not know, it is better to say that you will find out. You should not speak too familiarly with your clients. If a customer calls you, do not keep him waiting too long. These are just a few pieces of advice described on Callcentrehelper.com.
1) "We do not deal with that."
If you work in sales and someone asks you about billing information, do not say that you do not deal with it, rather say that another person or department will be able to help. Then put them through or provide the telephone number.
2) "I am just going home."
The last caller should get the same service as the first one. Even if you are in the hurry to go home or on a break, do not make the caller feel like an inconvenience. You can pass him over to your colleague. Do not forget to say I am sorry.
3) "Please calm down."
If a customer is shouting at you, he probably feels undervalued or powerless. If you start giving orders, it will not help. Also do not threaten to hang up the phone. You can always pass the problem on to your colleague. It is better to say that you cannot solve the problem, at the moment, and you have to discuss the matter calmly.
4) "I am new here."
This statement will kill the customer´s confidence in you. It is better to find out by asking your colleague for help without sounding like you do not know the answer. You can say that you need to consult on the matter with you colleague and get back to the customer in few minutes.
5) "Would you like to speak with my supervisor?"
Sometimes you feel like you have hit a total stalemate with a customer and you expect the customer to ask to speak to a supervisor. Resist the temptation of offering it yourself. Your supervisor will be thankful. Moreover, if you do it often, it will cause your customers to think they do not need you anymore. It is better to be confident and answer according to what you know.
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