Take control of the call in a positive manner, so the caller knows you will help. Guide the call to a be happy to get that information to you. Are you able to hold successful conclusion. “I’d or would you like me to call you back?” Dictionary definitions for will show phrases such as a fault or not what “excuse” “justifying error,” “an alibi.” That’s customers want. They want solutions, not excuses. TELEPHONE DOCTOR PRESCRIPTION: Excuses deter callers. Callers want solutions, not excuses. Take responsibility for the call and express desire to assist. Let the caller know how you CAN help, not how you help. can’t Skill Practice: Activity #5 - Excuses Deter Callers Ask participants to share some experience they have had from organizations making excuses. Possible responses: “I’m new.” not my “That’s department.” were “Our computers down.” our “That’s policy.” I working that “It wasn’t me. wasn’t day!” Ask participants to take responsibility for the call and turn the comments around to create more positive responses. Have them give solutions, not excuses. Possible response: apologize for not directing your call to the right department. I just started last week. I will connect you with “I Jeremy in the parts department. He will be able to give you the answer you need. Are you able to hold for a for a response). moment?” (Wait “Thank you.”
Take control of the call in a positive manner, so the caller knows you will help. Guide the call to a successful conclusion. “I’d be happy to get that information to you. Are you able to hold or would you like me to call you back?” Dictionary definitions for “excuse” will show phrases such as “justifying a fault or error,” “an alibi.” That’s not what customers want. They want solutions, not excuses. TELEPHONE DOCTOR PRESCRIPTION: Excuses deter callers. Callers want solutions, not excuses. Take responsibility for the call and express desire to assist. Let the caller know how you CAN help, not how you can’t help. Skill Practice: Activity #5 - Excuses Deter Callers Ask participants to share some experience they have had from organizations making excuses. Possible responses: “I’m new.” “That’s not my department.” “Our computers were down.” “That’s our policy.” “It wasn’t me. I wasn’t working that day!” Ask participants to take responsibility for the call and turn the comments around to create more positive responses. Have them give solutions, not excuses. Possible response: “I apologize for not directing your call to the right department. I just started last week. I will connect you with Jeremy in the parts department. He will be able to give you the answer you need. Are you able to hold for a moment?” (Wait for a response). “Thank you.”
8Essential%20Telephone%20Skills%20LG%20DRAFT.docx