It's easy to underestimate the importance and difficulty of answering the phone consistently. In this video, learn about the three basic elements of a professional phone greeting and develop the perfect greeting.
- I'd like to show you how to develop … the perfect phone greeting. … A greeting is our first impression with the customer. … It can start things off on the right foot, … or convince the customer … they're about to receive poor service. … Many phone reps unknowingly sound robotic, … bored, or unfriendly, because they don't work … on developing this basic skill. … A good greeting generally has three basic elements: … a greeting, such as, good morning, … or thank you for calling customer service, … your name, so the caller knows who they're speaking with, … and an offer of assistance, such as, how may I help you? … These are just guidelines, … so I encourage you to come up with a terrific greeting … that works well for you. … The key to delivering that greeting … is to use positive body language and tone. … Let's listen to a couple of examples. … - [Woman] Thank you for calling customer service, … this is Kristen, how may I help you? … - This was a poor greeting. … The rep didn't seem truly interested in helping out. …
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers