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The Five Golden Rules of Call
Handling
1. BE POLITE
Say “please” and “thank you”.
When you are polite customers feel respected and valued, and it shows that
you appreciate the time they have taken to speak with you.
2. USE EMPATHY
Put yourself in customer’s shoes
Empathy is the capacity to understand or feel what another person is
experiencing, i.e., the capacity to place oneself in another's shoes.
Do say:
Don’t say:
• “I understand your frustration…”
• “I know how you must be feeling…”
• “I agree with you, our service is horrible!”
• “I love you…”
Appropriate Levels of Empathy
3. USE THE CUSTOMER’S NAME
There’s no greater music than the sound of one’s own
name.When you personalize the interaction, customers feel like they
are talking to a real person, perhaps even a friend.
Never use:
• Mr./Mrs./Ms. + First Name
• Example: “Mr. Anil, please bear with me…”
Should you use customer’s first name or
Mr./Mrs./Ms. (last name)?
Always use:
• Mr./Mrs./Ms. + Last Name
• Example: “Mr. Kumar, please bear with me…”
4. TAKE OWNERSHIP OF THE SITUATION &
SOLUTION
When you answer the call, you own the situation and are responsible
for finding a resolution.
Treat each customer as if she is the only customer your company has.
5. USE POSITIVE, “CAN DO” LANGUAGE
Always tell the customer what you can do for him/her rather
than what you can’t do.
Turn a roadblock into a roadway.
QUESTION:
Who is our most important customer?
ANSWER:
Everyone!
Everybody should be treated as a VIP!
Thank You

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Five golden rules of excellent call handling

  • 1. The Five Golden Rules of Call Handling
  • 2. 1. BE POLITE Say “please” and “thank you”. When you are polite customers feel respected and valued, and it shows that you appreciate the time they have taken to speak with you.
  • 3. 2. USE EMPATHY Put yourself in customer’s shoes Empathy is the capacity to understand or feel what another person is experiencing, i.e., the capacity to place oneself in another's shoes.
  • 4. Do say: Don’t say: • “I understand your frustration…” • “I know how you must be feeling…” • “I agree with you, our service is horrible!” • “I love you…” Appropriate Levels of Empathy
  • 5. 3. USE THE CUSTOMER’S NAME There’s no greater music than the sound of one’s own name.When you personalize the interaction, customers feel like they are talking to a real person, perhaps even a friend.
  • 6. Never use: • Mr./Mrs./Ms. + First Name • Example: “Mr. Anil, please bear with me…” Should you use customer’s first name or Mr./Mrs./Ms. (last name)? Always use: • Mr./Mrs./Ms. + Last Name • Example: “Mr. Kumar, please bear with me…”
  • 7. 4. TAKE OWNERSHIP OF THE SITUATION & SOLUTION When you answer the call, you own the situation and are responsible for finding a resolution. Treat each customer as if she is the only customer your company has.
  • 8. 5. USE POSITIVE, “CAN DO” LANGUAGE Always tell the customer what you can do for him/her rather than what you can’t do. Turn a roadblock into a roadway.
  • 9. QUESTION: Who is our most important customer? ANSWER: Everyone! Everybody should be treated as a VIP!