How do you follow your organisations procedures when making and receiving calls?

Answer 1

Obviously it is a good idea to familiarise yourself with your organisation's procedure first. Most companies will include something about how to greet new callers (e.g. 'Good morning, [company name], [your name] speaking, how can I help?') A lot of companies will leave it much more vague though and say something along the lines of 'remain courteous at all times' or 'put the customer first'. This means that you have to think about what counts as courteous treatment of the customer.

The best way I feel to talk to a customer is to treat them in the way you would expect to be treated if you were calling a company with a question or complaint.