Customer greeting and closing

[Marilyne]

Hi, I'm the manager of a new helpdesk call center and would like to get some help to create our greeting for our agents when they are supporting online and on the telephone.

What we have right now isn't working it's way too basic.

Thank you

Marilyne

[Michcall]

What do you use now, and why do you feel it isn't working?

What response do you hope to get from the greeting that you aren't seeing now?

Closings typically follow different courses depending on the call itself----if it wasn't resolved on that call, agents should clearly outline next steps, check for understanding, make sure there are no other open issues, and close with a standard "Thank you for calling" or a variation "I'm glad we could help you today" etc.

[GregB]

For a greeting...I ask my staff to simply say something like

'Thank you for calling the (client name) helpdesk, you have reached (agent name), how may I help you.

And closing, if they do not resolve the call they give a incident number and let the client know that the incident will be dispached.
They do not give false expectations by telling the client they will recieve a call with in x amount of minutes.

[rochcall]

Remember that "basic" can be better.
What are you currently saying that makes you feel like it isn't working?

[sijaz]

Hi,

The greeting consisits of 4 major aspects:

1. Thank the caller for calling
2. Say the name of the company
3. Identify yourself
4. Offer to be of service &/or verify call to action

and the call closing consists of the following

1. Thanked the caller for calling
2. Company name used
3. Your name used for future reference
4. Wished the caller “ have a nice day etc.”

I hope I been able to help you.
Regards,
sijaz!

[hallbj2]

1. Thanked the caller for calling
2. Company name used
3. Your name used for future reference
4. Wished the caller “ have a nice day etc.”

The only thing I would recommend is ending the call with a question, since this is a helpdesk situation. Example:

Mr. customer, have I answered all your questions today?(if yes)
Thank you for calling abc company....

[MGeryPA]

Sometimes the simpliest is the best. Remember when people are calling helpdesks their basic need is information.

Possible Opening:
Good (morning/afternoon/evening) you've reach the (company name) helpdesk. My name is xxxx. How can I assist you?

Remember to use affirmation and confirmation statements. This will help the caller feel that you know what they are reqesting help with.

Possible Closing:
(Recap how you helped them)...have you received the assistance you needed? We're glad to have helped you! Have a GREAT evening!

[Tejal]

Hi,

what do you mean by "way too basic"?

At my call center, my inbound agents normally start their call by" (greeting) This is (company name) customer service, this is (fname lname) at your service. How may I help you?"
Or something like that, depending on whether it is customer service or enquiry help desk.

The closing is normally very simple, ending with " Is there anything else I can assist you with?" Or " Thank you for calling (company name) Customer service. Have a good day"

These greetings seem to work very well provided the tone of the agents is right; polite and friendly and communicative. The agents have to actually sound as if they would be able to soothe the customer's worries.

I hope this helps you.