Telephone and Best Practices

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Effective telephone communication is an expected attribute within any computer support organization. Discuss best practices used in pre-greeting, greeting, conversation, and closing that facilitate a successful call. In addition, identify the proper uses of phone functions and how they assist computer support specialists in resolving problems.

To establish proper phone etiquette, one must learn the best practices for all phases of a phone call, from the pre-greeting to the closing. During the pre-greeting, it is important to be prepared for the phone call. Things such as having a paper and pencil handy, not being busy, and having the phone within reaching distance will get the call on the right track before it has even begun. The greeting is often regarded as the most critical point of the conversation. During the greeting, it is vital to provide the customer with the information and courtesy they are expecting. Providing information such as the company name and correct employee names and departments will ensure a smooth conversation through this point.

During the conversation, it is important to make the customer feel comfortable with whom they are speaking with. Knowing the customer’s name, listening, and always remaining polite will keep the customer interested and satisfied. Once the conversation has reached the closing, always remember to end with a positive message. Thanking them for their time to speak or to call in will go a long way in making them want to call back. As well, it is crucial to never hang up on a customer until they do first.

Knowing how to use the phone is a critical piece in assisting a support specialist. Understanding how to use the functions such as placing someone on hold or transferring them to another coworker will show the customer that you know what you are doing and are capable of helping them resolve their issue.
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