6 Worst
I think I don’t know – I’m new here.
What’s wrong?
It’s not important to the caller whether you’ve been in the company for five mintues or five years. If you don’t know the answer to a question, simply say so and find someone who does.
Best
If you’d like to tell me what you need to know I’ll find out for you.
That sounds like a simple request, but this is my first week and I don’t know my way around yet.
Just hold on a moment and I’ll ask my colleague.
Tip
There is no need to apologise for being new. Everyone was new in their job once. Just be friendly to the caller and when you know the answer to the question, remember it for next time.
7 Wrong
It wasn’t our fault.
You’ve got that wrong.
I don’t know who told you that but it’s not correct.
What’s wrong?
This is a classic cover line. But the caller doesn’t care whose fault it was. Blaming someone or something does not solve the problem.
Best
I’m sorry that happened. Let’s find a solution.
8 Wrong
I’ll get back to you as soon as possible.
What’s wrong?
This may be true, but it is too vague. When is ‘as soon as possible’? Within an hour, in two days, next week?
Best
I’ll get back to you this afternoon. I’ll check with accounts and call you back tomorrow morning.
When would be the best time to get back to you?
Be sure to keep your word and remember, it is better to underpromise and over-deliver than to over-promise and under-deliver.
9 Worst
My computer’s down.
We’re having server problems.
What’s wrong?
This is not the caller’s problem. Business should run with or without active monitors. Take down the caller’s telephone number with a pencil and promise to call back at a specific time.
Best
If you’d like to give me your number I’ll call you back in two hours when the server is working again.
Let me take your details and get back to you this afternoon.
10 Worst
What was your name again?
What’s wrong?
Saying this implies two things, both equally bad. Either you didn’t ask the name in the first place or it was not important enough for you to remember. If you don’t know the name of a caller, you have little chance of building rapport.
If you didn’t understand the name, or if the caller didn’t give his or her name, ask at the beginning of the conversation, then use the name. If the name is difficult, ask the caller to spell it, then check the spelling.
May I ask you your name?
Could I write your name down, please?
Could I ask you to spell that, please?
So, Mr Miller, how can I help you?
You may think you are being helpful and attentive to callers, but they won’t know if you choose these wrong ways of communicating. Listen critically to what you say to customers and colleagues on the phone – and try out these more positive expressions. Your customers, your colleagues – and your boss – will be grateful.
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