Answering the call

When a customer calls into Epsidon Group it could be that customer’s first contact with the company.  If a caller is a present customer with a problem, complaint or question, it can determine whether he or she remains a customer.

Techniques to be used when answering the phone

• Smile before you answer the call – when you smile, it makes a difference in your voice and you sound friendlier and more approachable to the caller.
• Take a deep breath before speaking – this will help to control volume, speed and tone.
• Clear your mind for a moment so you can give the caller your complete attention.
• Speak slowly and pronounce words clearly.
• Don’t shuffle papers while you’re on the phone – it suggests that you are not listening to the caller.

Receiving inbound calls

• The greeting is to identify our department and ourselves.
• Our greeting is “Good day, you are through to (department name), my name is (your name) and how may I assist you?
• Example: “Good day, you are through to Operations, my name is Ben and how may I assist you?”

Verification

For the safety and security of the client we require that he is verified by the following questions of which you may use any three;

• ID number or Company Registration Number
• Postal/Physical Address
• Home/work tell number
• E-Mail address

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