Happy man - Customer is calling - What to answer.
Verbal Communication

Customer is calling – What to answer?


Here you will find examples of what to answer when a customer is calling you. Once the phone rings, you don’t need to panic. Just learn the below sentences and at least you will know what to say when you can’t hear them very well.

Customer is Calling

And more examples when the customer is calling…

May I have your name, please?

Who am I speaking with?

May I ask who’s calling?

May I ask you for your account number/ company name, please?


I think we have a bad connection. Can I call you back?

I’m sorry, we have a bad connection. Could you speak a little louder, please?

I’m sorry, could you repeat that, please?

I’m sorry, we have a bad connection. Could you give me your number and I’ll call you right back?


Is there anything else I can help you with?… Okay, thanks for calling. Have a good day.

Is there anything else I can do for you?… Okay, have a great day.

When the customer is upset …

I’m sorry to hear about this, Mr Smith. I will talk with my line manager and I will get back to you with a solution to your problem.

I’m sorry that you feel this way, Mr Smith. I will do my best to solve your problem and I will let you know when I check internally and I have an update.

I completely understand how you feel and once we finish our call, I will call the responsible person and find a solution. We really appreciate your feedback!

I’m sorry you’re so upset. I will action this for you right away.

We do understand the inconvenience you’ve faced, Sir/Madam. I want to assure you that we will take care of this issue and we will keep you posted for any updates.

You seem very upset, Ms Smith. First, I would like to apologies for the inconvenience that you’ve experienced and second I would like to assure you that we will take the quickest actions to get a resolution for your issue. Thank you for your patience! I will keep you in touch.

Most used phrases/words when a customer is calling

Hang up the phone
Speaking
Put you through
Line is busy
Hold
Tell her/him
As soon as possible
It’s a pleasure
Check
Out of the office
Headphones
Available

When you need to spell your name/email, you need to know NATO phonetic alphabet

A Alfa
B Bravo
C Charlie
D Delta
E Echo
F Foxtrot
G Golf
H Hotel
I India
J Juliett
K Kilo
L Lima
M Mike
N November
O Oscar
P Papa
Q Quebec
R Romeo
S Sierra
T Tango
U Uniform
V Victor
W Whiskey
X X-ray
Y Yankee
Z Zulu

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