A crucial element in business whether you have an online business or offline business is customer service. When it comes to customer service, 9 times out of 10, people want to talk on the phone directly to a human service representative. Phone etiquette is essential because it could mean the difference between a happy customer and a disgusted customer which can have a huge impact on your business down the line. There are a few tips to help you out and give you the right course of action when conducting business affairs over the phone.

In the case of not knowing a specific customer, it’s common courtesy to use sir or ma’am as a proper way to greet or respond to someone’s question. Speaking very calmly and clearly will greatly detain a customer’s anger. When you listen to the exact problem and answer directly, the customer will normally have a calmer presence. Even when you don’t know the answer yourself, it’s always good to have someone you can refer to the customer to solve the issue. Another thing to note is to never eat or drink while you are talking. It’s a sign of blatant disrespect because it shows you do not care. The customer is always right and you want to ensure your future business despite this one ordeal.