by Skyler Wolf Jones

Created on: December 04, 2008

A Three Part Approach to Better Customer Service on the Phone

Part1: Finishing Phone Calls Together

Have you ever ended a phone call and realized that the information you received wasn't even part of the question you had? Customers may also experience this same feeling. Let's fix this broken link and start ending your phone calls with the satisfaction that your customers have been assisted well, and finishing together.

Think about how you currently end your phone calls. Do you thank them? Ask them questions? Or, do you politely say good-bye?

Take some time to capture your thoughts of how you end calls with customers today. Observe their reactions as the conversations close. Were you on the same page? Did you have all the correct answers? Do you think the overall experience was a good one? Let these questions guide you. Write down your experiences and review them the next day.

Stop everything, shift gears. The end is now the beginning. When you end a conversation with customers, it is the beginning of their personal thoughts of the service they experienced. They will begin thinking about how satisfied they feel. Take time to assure that their responses and thoughts are positive. Here is a simple question and a simple statement to help you and the customer finish the phone call together.

First, the simple question: Did we accomplish the purpose for your call today?

Second, the statement: Thank you for calling (Your Company Name.) We appreciate you being our customer. Have a great day.

From the question, customers will acknowledge that you were able to assist them with their questions or purpose. With the statement, customers will know that their business is valued by your company. If you have not addressed any concerns or questions, this will allow them the opportunity for more information. As simple as these two steps might be, the question might feel a little uncomfortable at first. Try it as is, or use your own words.

Write down some of your new endings and compare them to your old endings. What changes have you seen?

Take the time to work together with your customers. Make it your goal to finish together!

Part 2: Do this part 14 days later.

What's Next in Finishing Together?

Remember, ending the phone call is the beginning of the customer's thought process and an evaluation of their "experience." Take time to reflect on your experiences from the first Finishing Together exercise. We will continue to develop a consistent ending to your conversations; assuring customers

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