商务英语 Level 3 Unit 2 Part 1 Vocabulary【How to Answer a Call】

Vocabulary【How to Answer a Call】

Effective customer service calls are important for increasing customer satisfaction.
When customers have a positive experience, they are more likely to become loyal customers.
When answering a customer call, begin with a greeting and identify yourself.
Here are some polite ways to answer a call:
Good morning! This is Linda from CC Furniture.
How may I help you?
Hello. Thank you for calling CC Furniture. My name is Linda.
What can I do for you?

After finding out what the customer needs, you can ask for their order information.
This usually includes the customer's name, order number, or address.
For example:
May I have your name and order number, please?
Could you please repeat your account number?

Sometimes customers call to complain about a product or service.
Let the customer know that you understand their feelings and experiences.
For example:
I am very sorry to hear that.
We appreciate your understanding.
Let me try to resolve this problem for you.

In some situations, you may need to put a customer on hold.
Remember to tell the customer why they are being put on hold.
For example:
I am going to contact our carrier.
Please wait a few minutes while I put you on hold.

It is important to ensure that the customer is satisfied.
Before ending your call, ask if there is anything else you can do to help.
Show them your willingness to help them and wish them a good day.
For example:
Is there anything else I can help you with today?
Thank you for calling. Have a great day.
In conclusion, the key to an excellent customer service call is treating customers in a polite and helpful way.

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Question

1. What should you ask for after finding out what the customer needs?
   > their order information
2. Why are customer service calls useful for businesses?
   > They can improve customer satisfaction.
3. What should you say before ending a customer service phone call?
   > Is there anything else I can do to help you?
4. What should you say before you put a customer on hold?
   > Please wait a few minutes while I put you on hold.