CALL ETIQUETTE

Good call etiquette is important Because we cannot see the facial Expressions and body language Of the other person and they cannot See us.

CALL GREETING
Answer calls promptly, by the first ring itself. Smile as you pick up the phone. Use the standard greeting- Good morning/afternoon/evening. Thank you for calling SBI General This is (XYZ) How may I assist you. Project a tone that is enthusiastic, natural, attentive and respectful.

LISTENING
Patiently listened to customer without interrupting. Wherever required politely intervened and probed the customer. Avoid making our customer to repeat his query unnecessarily. Used appropriate questions to clarify information and identify the issue of the caller.

ACKNOWLEDGMENT
Need to acknowledge our customers emotion and issue. Use appropriate acknowledgement statement like I will be glad to assist you with that when the issue was announced. Apologize if necessary Paraphrased where required. Avoid parroting customers query.

VOICE MODULATION
Use a positive and business like tone. Sound helpful and courteous at all times. Sound confident while conversing with customers. Modulate voice so as to effectively respond to customer s query.

HOLD PROCEDURES
Ask the customer s permission before placing on hold by giving the reason. Say thank you for your patience and avoid using hello after coming back from hold. Coming back as per committed time would be good. Placing the customer on hold would avoid dead air on call.