Know what you are doing
Take time to study our products and services
Learn as much as you can about our websites
B and C above
A, B and C above
Smiling when you talk
Appropriate emotion in your voice
Positive word choices
Tell the customer, "I am sorry I don't know."
Tell the customer, "I asked my co-workers and we're not sure. Maybe you can find the answer on the website."
Tell the customer, "Try calling back next week. We will find out by then."
Tell the customer, " I apologize. Would you like to hold while I find the answer? Or can I have your number to call you back?"
I work here and understand the way things work. I will get the customer to understand my point of view.
I need to find a way to rephrase my answers towards the customer. The customer is always right.
I need to hand this off to my supervisor. This customer just doesn't get it
I'll just let the customer believe whatever they want. It doesn't matter.
The customer doesn't understand our policies and procedures. It's better if I just disconnect the call.
Because it will make you feel better
Because the person on the other end of the line can tell that you are smiling
Because it will relax the muscles in your face
Because smiling is fun
Because you are having a bad day