The Key to Customer Service
The Key to Customer Service
The Key to Customer Service
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Chapter 12<br />
Statements <strong>to</strong> Avoid<br />
TELEPHONE TECHNIQUES:<br />
SOME STATEMENTS TO AVOID<br />
Sometimes we make statements on the phone and<br />
we don't realize how the caller may interpret them.<br />
"He is not in <strong>to</strong>day." (This may sound like he's<br />
playing hooky.)<br />
"She has already left for the day." (This sounds like<br />
she left earlier than she should have.)<br />
"He is not in yet" (This sounds like he is late for work.)<br />
<strong>The</strong>se statements do not help a co-worker's<br />
reputation or make a positive impression on the<br />
office. You want your office and its entire staff <strong>to</strong> be<br />
well regarded. You always want <strong>to</strong> make sure that<br />
you don't say anything, that is untrue. You do want <strong>to</strong><br />
make positive comments that will help the person<br />
with their problem. If the person being called is not<br />
available, take all the information and give the caller<br />
an idea of what the next action will be.
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