General Call Handling
Do's
Speak clearly and use a friendly tone: The actual words you use only have a small impact on how someone understands you. Most of your words’ meanings come from your tone of voice.
Sound polite and professional: Most of the customers' prefer more casual speech when talking with customer service.
Listen to the customer: Customers will feel better about the experience if you show you understand the reason for their call. You can provide more efficient assistance by first taking in all the information.
Take responsibility: It is important to do as much as you can or are allowed under the company’s policy and to work the call through until its end.
Don'ts
Interrupt escalated customer: Listen to the customer and get as much information as you can before trying to tackle the issue.
Tell an escalated customer to calm down: Telling an irate person to calm down almost always has the opposite effect. Instead, reply in a calm, friendly tone and sympathize with the difficulty the caller is having.
Stay silent: Too much Dead air on the phone makes the caller uncomfortable, Give them updates on what you are doing or make small talks while making progress.
Long Hold: Be mindful when putting callers on hold and ask their permission ahead of time. Limit hold times and check periodically with the caller.
Do's when handling outbound calls
Always introduce yourself and confirm who you are speaking with.
Seek permission to send attach the membership before sending.
Use subject lines that can grab the customer's attention.
Highlight specific pain points that will resonate with prospects (convey the benefits)
Be genuine in pitching the product.
Don'ts
Don't ask close ended questions so you can get to know what experience will be best to correlate to the customer's benefit with the product we are offering.
Don't get surprised by their objections. It's not a failed sale but simply another opportunity to learn more.
Don't apologize for our prices.
Don't do hard selling.