Develop and maintain a service-oriented image. Calm upset customers, while remaining calm yourself. Quality Telephone Customer Service Worse than getting an automated telephone recording is getting someone on the telephone who doesn't know how to communicate. Callers make judgments about an organization's competence and professionalism by the way they are treated. Develop an effective telephone voice.
Screen calls tactfully.
Transfer calls smoothly to the right person the first time. Take accurate messages. Use active listening and communication skills in working with complaints and managing upset or angry callers. Communicating with Our Customers Poor communication skills can significantly impact an organization's relationship with its customers. Equip yourself with the communication skills required for quality customer service.