Telephone Phrases Ready Reference
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The guidelines below are from our telephone customer service and front-desk training courses. Click our Telephone Phrases Ready Reference to download this information in PDF form for distribution within your organization.
General Guidelines for Better Customer and Client Telephone Relations.
- Remember to sound upbeat, positive, and calm.
- Remember to wait for the caller's answer.
- If it takes you more than one minute, pick the telephone back up and let the caller know you are still working on finding a resolution.
If appropriate give the extension to the caller.
If possible, stay on the line and introduce the caller to the person/department who can help.
To End a Call
Is there anything else I can help you with today?
Thank you for calling.
o If appropriate, recap any actions you will take after the call.
When a Customer or Client Thanks You
It's my pleasure.
I'm glad to be able to help.
You are welcome. Is there anything else I can help you with today?
When a Customer or Client Is Frustrated
Let me see if I can help you work through this issue.
Let's take it from the beginning and see if we can work through this together.
I can hear that you are upset, and I do want to help you.
I'm listening to you....
o If appropriate, repeat what the caller has said. Reframe any negative statements into solution-oriented ones.
o Stay calm. If the customer needs to vent, don't jump to the solution too quickly. The caller may not be ready to listen to you yet.