Phone and Digital Etiquette Flashcards

What is the standard professional greeting when answering a customer service call?

Answer: Thank you for calling [Company Name], this is [Name], how may I help you?

A professional greeting includes the company name, the rep's name, and an offer to help, immediately establishing a positive tone.

What is 'Average Handle Time' (AHT) in a call center?

Answer: The average total time spent on a customer interaction including talk, hold, and after-call work

AHT measures the total time a rep spends on a customer interaction from start through any post-call documentation.

When sending a customer service email, what is the ideal response time for a US business?

Answer: 24 hours or less

Industry best practice in the US is to respond to customer emails within 24 hours to meet customer expectations for timely service.

Which of the following is proper etiquette for customer service live chat?

Answer: Respond quickly, use complete sentences, and confirm the issue before solving it

Professional chat etiquette requires speed, clarity, full sentences, and confirming the issue to ensure the right problem is being solved.

Why should a customer service rep avoid using filler words like 'um' and 'uh' excessively?

Answer: They undermine the rep's credibility and make communication less clear

Excessive filler words make a rep sound uncertain or unprepared, which erodes customer confidence in the information being provided.

What does 'call wrap-up' or 'after-call work' (ACW) involve?

Answer: Documenting the interaction, updating records, and completing any follow-up tasks after the call ends

ACW is the post-call administrative work including notes, case updates, and any promised follow-up actions completed after the customer hangs up.