Phone Calls - Advanced Tips

When to Call vs Text vs Email

Check customer preferences first - Some customers hate calls.

Before You Call

1. Read the task summary - Know what they need
2. Check conversation history - Don't repeat questions
3. Have info ready - Availability, pricing, customer details
4. Find a quiet spot - Background noise is unprofessional
5. Test your headset - Make sure mic works

Opening the Call

Good openings:

"Hi, this is [Name] from [Company]. I'm calling about your [service] request. Is this a good time?"

"Hello, this is [Name]. I'm following up on your appointment request. Do you have a minute?"

If they're busy:

"No problem! When would be a better time to call back?"

During the Call

Listen More Than You Talk

• Let customer explain fully
• Don't interrupt
• Take notes while listening

Confirm Understanding

"So just to make sure I have this right - you need [X] by [Y], correct?"

Be Clear About Next Steps

"Here's what's going to happen next..."

If You Need to Check Something

"Let me look that up for you. Can I put you on hold for just a moment?"

Keep holds short - under 1 minute if possible.

Handling Difficult Calls

Customer is Frustrated

• Let them vent first
• Acknowledge their frustration
• Focus on solutions

→ Full guide: Customer is Angry

Customer Asks Something You Don't Know

"I don't have that information right now, but I'll find out and call you back within [time]."

Then actually call back. Don't leave them hanging.

Customer Wants to Speak to Manager

"I understand. Let me escalate this to our account team - they have more authority to help you."

→ How to Escalate

Ending the Call

Always:

1. Summarize what was agreed
2. Confirm next steps
3. Give them a reference if needed
4. Thank them

Example:

"So we're all set for Tuesday at 2 PM. You'll get a confirmation text. Anything else I can help with? Great - thanks for calling!"

After the Call

1. Add notes immediately - While it's fresh
2. Complete sub-tasks - Check off what was done
3. Send follow-up if needed - Confirmation text/email

Good note example:

"Called 2:15 PM. Scheduled HVAC repair for Tue 2 PM. Customer confirmed. Sending confirmation text."

Call Quality Tips

• ✅ Use a headset - Better audio than speakers
• ✅ Stable internet - Prevents dropped calls
• ✅ Quiet space - No background noise
• ✅ Speak clearly - Don't rush
• ✅ Smile while talking - They can hear it in your voice

If the Call Fails

→ Phone Not Working