Summary

Chapter 10: Communication Skills 5that you know how to put a customer on hold, as well as how to transfer a customer withoutlosing the call. How you conduct the call is important. Your job is to help the customerfocus on and communicate the problem so that you can solve it.Be positive when communicating with the customer. Tell him what you can do. Do notfocus on what you cannot do. Be prepared to explain alternative ways in which you canhelp him, such as e-mailing information, faxing step-by-step instructions, or using remotecontrolsoftware to solve the problem. Customers will quickly sense whether you are interestedin helping them.Here are some recommendations to follow before you put a customer on hold. First, let thecustomer finish speaking. Then, explain that you have to put him on hold, and ask him forpermission to do so. When the customer agrees to be put on hold, thank him. Tell him thatyou will be away only a few minutes, and explain what you will be doing during that time.Table 10-1 lists dos and don’ts for conversing with a customer.Table 10-1DoCustomer Communication Dos and Don’tsDon’tLet the customer finish talking.Tell the customer that you must put himon hold, and explain why.Ask if it is all right to put the customeron hold.After you are given consent, tell thecustomer you will be just a minute.Interrupt.Abruptly put the customer on hold.Put the customer on hold without anexplanation and the customer’s consent.Follow the same process for a call transfer as you do when placing a customer on hold. Letthe customer finish talking, and then explain that you have to transfer the call. When thecustomer agrees to be transferred, tell her the phone number that you are transferring her to.You should also tell the new technician your name, the name of the customer you are transferring,and the related ticket number.Table 10-2 lists dos and don’ts for transferring a call from the customer.Table 10-2DoCustomer Call Transfer Dos and Don’tsDon’tLet the customer finish talking.Explain that you have to transfer the call, andtell the customer to whom and why.Interrupt.Abruptly transfer the call.continues