Say and Do NOT say

Not using active listening skills – Jumping to solutions without fully understanding customer needs.

Guessing at an answer – Providing inaccurate information instead of admitting uncertainty.

Not being proactive – Failing to assess customer needs or take steps to resolve issues effectively.

Relying too heavily on scripts – Overusing scripts instead of personalizing interactions.

Over-promising and underdelivering – Making promises that can’t be kept, leading to frustration.

Not answering calls quickly – Long waits give the impression of poor service.

Transferring customers too much – Unnecessary transfers frustrate customers. Reason with them first.

Not using appropriate channels – Failing to leverage email, chat, or templates when suitable.

Ignoring call history – Making customers repeat themselves unnecessarily. Always review records.

Inadequate follow-up – Not updating customers on progress or delays. Follow through on all commitments.