Answering Company Calls

All calls are important and should be treated as such. Keeping that in mind; the following is a quick list of our top clients:

County Assessor’s Offices
County Collector’s Offices
County Clerk’s Offices
Law Tag Customers
Top 5 Regular Customers

For a detailed list of our top law tag and regular customers, please ask accounting for a current report.

All conversations should be documented on a yellow call sheet (See instructions)

The following points should be followed on every call:

Answer the phone on the FIRST ring. Do not let it ring more than twice if possible.
Speak clearly using a positive, friendly tone. Your attitude sets the tone of the call.
Identify yourself and the company:
“Good morning/afternoon, Edward J Rice Company, this is _______ (your name). How may I help you?”
Give the caller your undivided attention regardless of how busy you may be.
Use positive vocabulary:
- “I recommend” instead of “you should”
- “It is necessary” instead of “you have to…”
Focus on what you can do for the customer instead of what you can’t. Be solution-oriented.
Do not discuss your personal life with vendors or customers.
Do not discuss internal operations with customers.
Do not let customers know that we go outside this company for printing or typesetting.
If a customer asks for something and you are unsure, let them know that you will call them back. Discuss the question(s) with the Sales Rep.
If a customer asks a question regarding a job or program that you are not involved with, transfer them to the person most likely to understand their question and be able to answer them quickly. Do not keep the customer on the phone longer than necessary.
Summarize the key points before concluding the call. Be sure to confirm the phone number by repeating it back to the customer.
Always thank the caller.
If applicable: If the caller asks for someone else, respond with "Please hold while I try and reach that person"
If applicable: Do not ask the customer to call back. Ask for a good time to return the call to them.
If applicable: Avoid the phrase “as soon as possible” as it is indefinite. Try and give specific time frames.
If applicable: Return the call with an update even if you have no solution.

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