Calls (SST)

Your guide to handling calls effectively   Introduction: Introduce yourself with a polite manner in a cheery, professional tone. You are representing the company – you want to make a great first impression. Active listening: Always listen to the customer’s query. If they have multiple queries, take down notes that you can refer back to. Respond with enthusiasm: The customer needs to know you are delighted to assist them. You can use phrases such as: “Of course, let me check that for you now!” “No problem at all! Please bear with me whilst I investigate this for you!” Apologise if required: If the customer expresses dissatisfaction or shows any sign of frustration, acknowledge this with an apology. Some examples may include: "I have not had a response to my email" 🡢“I am so sorry to hear this! Please allow me to review this for you now." "My confirmation statement hasn’t been filed yet" 🡢 “I am so sorry to about this. Please allow me to check with the team to see if we have everything we need. " "I have been waiting for confirmation that my ID checks are complete: “I am so sorry to hear this. Please allow me to take some details and I can pass you directly to the ID team to review your documents." Remember that although we are dealing with hundreds of clients, each client is only dealing with us. Put yourself into their shoes, imagine how they feel having to wait for an email or waiting for confirmation that a filing has been completed. They may be feeling stressed, anxious or worried, and this can turn into frustration if they are not getting the support they need. You can help fix this and turn their situation into something positive. Properly place a customer on hold: When investigating something for a customer, place them on a brief hold while you check. Always ensure the customer hears the hold tone. Avoid simply muting your microphone, as this could lead the customer to believe the call has been disconnected, which is highly unprofessional. Take control: Direct the call towards a resolution. If a customer is going off track, you can use the following phrase: “To ensure we resolve your query…” “I am concerned we may be going off topic and I don’t want to take up too much of your time. To get back to your initial query concerning…” Wrap up the call: Complete the following process when ending the call: Inform the customer of the next steps (if applicable): Ask if they have any further questions or if there is anything further you can do to assist. Repeat your name to the customer and confirm you are happy to help whenever they need it.