Customer service representatives can make or break a lead. That’s why it’s so important for your CSRs to have proper phone etiquette as well as excellent booking skills.
After all, a call taker that’s sweet as pie but can’t book a new lead is not very helpful to your bottom line.
1. Phone DOs #
DO use a ‘good phone voice’.
- Speak clearly (no mumbling)
- Speak audibly (no whispering)
- Be friendly (no snippiness)
- Be positive (no negativity)
DO be an active listener.
This means that you really need to listen to each individual customer. Don’t assume you know what they’re going to say, or you might miss something and wind up asking them about what they just said – this does not make you sound like you know what’s going on.
DO take control of the call.
When a customer calls and asks a question, answer it and then ‘take control’. Steer the conversation where you want it to go: booking an appointment. Don’t sit there quietly waiting for the customer to ask you questions. Lead them through the call, getting the information you need from them. This saves you time, saves the customer confusion, and results in more booked appointments (which means more kudos for you).
2. Phone DON’Ts #
DON’T let the customer steer the conversation.
Answer the customer’s initial question and then turn the tables: you do the asking. You know how this works, what information you need, etc., so help the customer out and lead them through the process.
DON’T be afraid to get help.
If you sound unconfident, your customers will not trust you or your company. When you are unsure of the answer to a question, let them know with confidence and positivity that you’ll find the answer for them.
3. Answers to Common Questions #
What is Your Service Call Fee?
Our service call charge is $89.00. This covers the cost to send a technician to your home and diagnose the problem. This fee is waived if you choose to go forward with the repair.
How Much Does the Repair Cost?
We cannot estimate a price for the repair until an accurate diagnosis is performed. Our service call charge is $89.00. This covers the cost to send a technician to your home and diagnose the problem. This fee is waived if you choose to go forward with the repair. Our next available appointment is on **DATE**. Does morning or afternoon work better for you?
Do You Have Any Availability Today? YES
Yes, we have an appointment available for **TIME**. Does that work for you?
Do You Have Any Availability Today? NO
No, unfortunately, we are booked for today. However, our next available appointment is on **DATE** at **TIME**. Does that work for you?
Do You Service Appliance X? YES
Yes, we work on appliance X. What’s going on with your appliance X?
Do You Service Appliance Y? NO
Unfortunately, we don’t service appliance Y, but company XYZ does. I apologize that we couldn’t help you today.
Do You Service My Brand? YES
Yes, we do repair that brand. Our next available appointment is on **DATE**. Does morning or afternoon work better for you?
Do You Service My Brand? NO
No, unfortunately, we do not service that particular brand. However, Company XYZ does. I apologize that we couldn’t help you with that.
Do You Service My Area? YES
Yes, we service that area. Our next available appointment is on **DATE**. Does morning or afternoon work better for you?
Do You Service My Area? NO
No, unfortunately, we do not service that area. However, Company XYZ does. I apologize that we couldn’t help you today.
Where Are You Located?
Our main office is located in Auburn, but we service a large area. What city do you live in?
4. Sample Phone Script #
CSR: “Thank you for calling Appliance Repair Biz, this is Shyla, how can I help you?”
Customer: “Hi, I have a Whirlpool refrigerator. The refrigerator side isn’t cooling, but the freezer is still cold. I really need someone to come to get it fixed so my food doesn’t go bad. I just went grocery shopping yesterday. How much is your service call charge?”
CSR: “We can definitely help you with that! Our service call charge is $89.00. This covers the cost to send a technician to your home and diagnose the problem. This fee is waived if you choose to go forward with the repair. Let me get a few details from you and we’ll set up an appointment…”
Customer: “Ok, sounds good.”
(CSR Collects Address, Contact Info, and Appliance Info)
CSR: “I can have a technician at your home tomorrow between 8-12 am.”
Customer: “Great! That works for me.”
CSR: “Ok then, I have you scheduled for tomorrow, July 24, from 8:00 am – 12:00 pm. Is there anything else I can help you with today?”
Customer: “No, that’s it.”
CSR: “Ok, thank you for calling and we’ll see you tomorrow.”
