Day 6 - Customer Support

 Day 6 - TelComTec Customer Support

I started the day by watching dispatch answer calls on the customer support line. At the end of the day I got to answer a couple of calls. I was provided some guidelines to keep in mind.

 

• Answer the phone within three rings.
• Use a professional greeting. ( Hello, this is TelComTec how can I help you today.)
• Speak clearly. Use positive language.
• Avoid overly technical talk, keep it simply and leave the troubleshooting to the technicians.
• Actively listen & take notes. If necessary repeat the stated problem.
• If immediate support is necessary, transfer the call to the appropriate technician.
• Announce transferred calls and do not blind transfer.
• If a future appointment is necessary use scheduling grid to set the appointment.