Skip to main content
  1. Life
  2. Careers & Workplace
  3. Jobs

13-point checklist to improve your call center's customer service

See also

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder.

So, here's a checklist that is primarily from sales expert and author Paul R. Timm that you can use to evaluate your organization's customer service via the phone:

1. Was the phone answered after two rings or less?

2. Did the employee use an appropriate greeting?

3. Did the employee identify himself or herself by name?

4. Was the employee's tone of voice pleasant and businesslike?

5. Was the call handled efficiently without being abrupt?

6. Did the employee provide accurate information or refer the caller to an appropriate person?

7. Did the employee reflect the best image for the company?

8. Did the employee thank the caller?

9. Did the employee make prudent use of putting the caller on hold if it was necessary to do so?

10. Did the employee use friendly and tactful words?

11. Did the employee accuse the customer of anything?

12. Did the employee fumble when transferring the call if making a transfer was necessary?

13. Was there distracting background noise on the employee's end during the call?

Advertisement

Life

  • Dead babies found
    Seven dead babies were found in Utah resident Megan Huntsman's old home
    Video
    Shocking Discovery
  • Kendall Jenner
    Get the Coachella looks: Kendall Jenner’s nose ring, green hair and edgy nails
    Camera
    Coachella Look
  • Dog's Easter basket
    How to fill your dog’s Easter basket with the perfect toys
    Easter Basket
  • Rabbit owners
    Bringing home the bunny: Important information for rabbit owners
    Camera
    7 Photos
  • Haunted island
    The world’s most haunted island may soon be the most haunted luxury resort
    Haunted Resort
  • Sunken ferry
    Search continues for missing passengers after a ferry sinks off the South Korean coast
    Video
    Sunken Ferry

Related Videos:

  • Books
    <div class="video-info" data-id="517475310" data-param-name="playList" data-provider="5min" data-url="http://pshared.5min.com/Scripts/PlayerSeed.js?sid=1304&width=480&height=401&playList=517475310&autoStart=true"></div>
  • Culture and teams, according to author Dr. Alan Watkins
    <iframe width="560" height="315" src="//www.youtube.com/embed/H_Dpsm-OBXc?VQ=HD720&amp;autoplay=1"></iframe>
  • Barefoot Wine founders share their story twice on April 30
    <iframe width="560" height="315" src="//www.youtube.com/embed/391OZfwqUJI?VQ=HD720&amp;autoplay=1"></iframe>

User login

Log in
Sign in with your email and password. Or reset your password.
Write for us
Interested in becoming an Examiner and sharing your experience and passion? We're always looking for quality writers. Find out more about Examiner.com and apply today!