Tips on How to Acknowledge our Customers

Accept responsibility and take ownership of the call at the first opportunity e.g.:

• “I can help you with that.”
• “I’d be pleased to help you with that.”
• “Let me see how I can help you with that.”

Offer the customer your name and politely request his/hers:

• “You are speaking to Mary; may I ask who I am speaking to?”
• Use the customer’s name at the first given opportunity.
• Listen to what they are saying to you and respond by showing you understand what they have said.
• Use the customer’s name throughout the call, never use “Sir” or “Ma’am”.
• Use the customer’s name at the end of the call and thank him/her for calling e.g. “Mr. __________, thank you for calling, have a fabulous day, GOODBYE.”