Introduction

When you speak on the telephone to customers, your voice represents your company to the caller. Without the benefit of using body language (handshakes, smiles, nodding your head, etc.), your tone of voice and customer service techniques are all you have to gain customer confidence.

You should always try to adopt a polite, friendly, helpful, efficient and professional tone when speaking on the telephone to customers. Using standard telephone expressions will make you sound polite and professional. Listening and taking the time to understand your customers will make you sound helpful and efficient.

Situation 1

DVD retailer, Music Box Ltd, have just received this letter of complaint from Albert Hui, one of their corporate customers. Read through the letter and consider how you would handle the complaint.

 
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