Page 61 - Sales & Service Excellence 2019

phone, as this little trick will ensure that your voice and tone are positive and upbeat. Speak just a little bit more slowly than you would in person, to ensure optimum clarity and pronunciation. Remember to keep the telephone relationship more formal than casual.
Take notes during the call to ensure accuracy of names and information. Read the information back to the customer to ensure that it is correct. Utilize your listening skills, be attentive to detail, and exercise patience with all callers. Check with your Store/Counter Manager as to the best place to keep current telephone messages so that they are handled as quickly as possible.
If you are working with a customer in the store, then that customer must be your top priority and you should not step away to answer the telephone (all store phones have voicemail just for this reason). Similarly, if you answer the telephone and the caller asks to speak with an employee who is working with a customer in the store, you should not interrupt that employee’s interaction with the customer in the store. Simply tell the caller that that employee is working with a customer in the store at the moment, then offer to help the caller yourself or to take a message instead.
Suggested telephone greetings:
“Good morning / afternoon, this is Maison Lancôme at name of department store or location. This is [your name] speaking, how may I help you?”
Or
“Happy Holidays, this is Maison Lancôme, [your name] speaking. How may I be of assistance today?”
SALES & SERVICE EXCELLENCE 59