How do you answer calls? How do you end calls? How do you talk to the customer during calls? How do you put the customer on hold? How does your phone system answer and direct calls?
I started out answering the phone, "This is Phil with Widget."
But after some practice, I now answer the phone, "Thank you for calling Widget.com, this is Phil, how may I help you?" And I think it sounds much more professional.
I've never addressed the customer as sir or maam, but rather by their first name. Not even last. Just first.
When the call is over, they say "ok thanks" or "thanks for your help", I just say "Thanks, Bye". I think I should say something like "Have a great great day" and wait for them to hang up first.
When calling my 800 number, you are greeted by "Thank you for calling Widget.com, your source for custom widget products. For sales please pless 1, for support press 2, or for the operator press 3." If it is past business hours (which are not official - it is just whenever I am awake :) ) "Thank you for calling... Our offices are now closed however you may always place your order 24 hours a day at our secure site at Widget.com"
So how is your (or your phone representative's) phone ettiquite? What kind of language do you use when a credit card is approved? What do you say when it is declined? How do you get their order information? How do you ask if that is all they want to order?