Greetings! Welcome To Eh Customer Service. How May I Help You Today?

What makes the best customer service greeting phrases for your contact centre scripts?

Nosotros surveyed over lxxx of our readers to find out which examples of opening spiel work best.

Our survey involved calling x contact centres belonging to 10 dissimilar companies, all of which are household names in the United Kingdom, asking our readers to vote on which examples offered the best customer greeting.

What are the All-time Phone call Eye Greetings?

We asked our survey respondents to vote on which companies had the all-time greeting messages and as well the individual components.  This is what we discovered:

ane. "Welcome to Lego Customer Service. My name is [INSERT NAME]. How can I help you?" (62%)
– Lego

'Welcome to…' is the nearly popular phone call centre greeting.

This customer greeting phrase offers a unique opening in "welcome to…" and was less formal in using the phrase "how can I help you?" as an alternative to "how may I help you?"

2. "Good afternoon! Y'all're through to John Lewis. My proper name is [INSERT Proper name]. How may I assistance you today?" (35%)
– John Lewis

This uses iii personal pronouns: "you lot", "my" and "I", in the hopes of establishing a personal connection.

iii. "Good afternoon. You're speaking to [INSERT NAME]. How may I help you?" (28%)
– DPD

This customer greeting phrase uses two personal pronouns "I" and "yous", which help to demonstrate that the advisor wants to get personally involved to aid the caller as an individual.

iv. "Expert afternoon! Visit Wales, [INSERT NAME] speaking. How may I help you?" (25%)
– Visit Wales

As is the example in the first two greeting statements, the advisor opens with a traditional greeting, introduces the company and themselves, before asking the customer how they tin assist.

5. "Hi! You're through to UCAS, how can I help you?" (19%)
–  UCAS

Beginning with "hello" instead of "hi" removed the "fake" formality of the state of affairs and immune the advisor to sound natural and non every bit if they were reading from a script.

Read this article for: Great communication on developing a call eye script

vi. "Hello, good afternoon. [INSERT Proper name] from Autoglass speaking. How can I help?"(xi%)
– Autoglass

It may seem odd to take two split openings to a greeting, simply by doing so the Autoglass counselor certainly did not sound robotic!

seven. "British Airways! How can I assist y'all?" (10%)
– British Airways

This script is short, sharp and concise, but some would question why this greeting has no opening, e.thou. hullo/hello/expert morning.

viii. "Good afternoon! DW Sports Online, how tin can I help?" (7%)
– DW Sports

From the popularity of the customer greeting phrases above, it seems as though our readers adopt the advisor to personally introduce themselves, before moving on with the chat. This personalization can assist institute rapport with the customer.

nine. "Good afternoon! You are through to Lidl customer service. Tin I take your name please?" (vii%)
– Lidl

In this example, the greeting could over again benefit from being personalised, earlier going on to ask for customer information.

10. "Skilful afternoon! Welcome to DFS customer service. My proper noun is [INSERT NAME]. Merely to let you know our calls may be recorded." (0% of the vote)
– DFS

Possibly DFS could consider telling customers that their call is existence recorded in the IVR, or the advisor could inform them after they take made their greeting.

Read this section of this commodity on the Psychology of Client Interactions, to find out how your greeting tin can determine the success of the rest of the conversation.

[Multiple responses were allowed during this survey, so the full does not add upwards to 100%]

And so, What Makes a Good Call Centre Greeting?

A Contact Middle Greeting Should Ideally Begin with Good Morn / Adept Afternoon

Despite the greeting that topped our original poll kickoff with "welcome to…", the overall favourite opening to a greeting in the contact centre was "proficient morning / good afternoon".

In fact, almost double the percentage of those that voted said that they preferred the greeting "skillful morning / good afternoon" (40.seven%), as an alternative to "welcome to…" (20.two%).

However, these were still the peak two favourite openings to contact eye greetings, with "cheers for calling…" the third about popular option, with 18.5% of the vote.

Greetings Are All-time Kept Coincidental – Don't Be Too Formal

As highlighted in the poll above, double the pct of our survey participants prefer contact centre advisors to use the opening "hi" instead of "hello".

Non everyone likes being addressed by their first name, without being asked get-go

This signals that people adopt advisors to proceed the conversation informal, perchance so they experience equally if the interaction is more natural, hinting that advisors should non be robotic in their use of scripts.

Other examples of opening spiel which were non in the poll above and were instead suggested by our readers, include:

• Good day…
• [INSERT COMPANY Proper name]…

But a give-and-take of caution with keeping greetings casual. As ane of our readers advises, non anybody likes being addressed by their first name, without being asked first (or even at all).

Neil Martin, of The Beginning Word spoke about this during this webinar on 'How to Requite the Wow Factor on Email and Alive Chat'. He advises that you should follow take your cue from the client.  Mirror how the customer signs off their email. For example, if the customer signs off with their first proper name, you tin employ their first proper name to address them.

If you don't take anything to go from, stick with the archetype "Hi, [First Proper name]…" unless the outcome y'all are dealing with, is very serious.

Asking "How CAN I Help Y'all" Is Preferred to "How MAY I Help You"

In the theme of keeping a greeting informal, more of our survey respondents preferred a greeting to include the question "how tin I assist yous?" (52.50%), as opposed to the slightly more formal proposition "how may I help?" (47.l%).

However, this was only by a very small margin, and it is important to think that a more formal greeting may be more appealing to upwards-marketplace brands.

Other questions that our readers have proposed using in a greeting, include:

• "How may I be of service?"
• "What can I aid you with?"
• "What may I assist you with?"

An Advisor Should Innovate Themselves in Their Greeting

In accordance with five of the elevation six greetings made by the companies we phoned, our survey participants overwhelmingly believed that an advisor should introduce themselves in their greeting.

In fact, every bit axiomatic in the graph to a higher place, 94.nineteen% asserted that this was something that an advisor should do.

Phil Anderson

Yet Phil Anderson, Contact Centre Specialist at The Forum, offers a different opinion, stating: "If yous want your customer to remember your name, don't include it in the opening message as this is likely to be too much information."

"Inquire for their proper noun/reference then innovate yourself; your customer is much more likely to call up."

So, What Is the Best Contact Centre Opening Spiel?

From the results of our survey, we have ended that the ultimate opening spiel in the contact centre is:

"Skilful morning / afternoon! Welcome to [INSERT COMPANY Proper name] customer service. My name is [INSERT NAME]. How tin can I help y'all?"

This is a good example in the sense that it includes our survey respondents' favourite greeting, opening, and closing question, while the advisor also introduces themselves.

In addition, the greeting contains three personal pronouns: "my", "I"and "you", and includes "welcome to", a favourite feature of Lego'southward greeting.

What Do Our Readers Think?

The case above is merely our stance of what is the greatest contact centre greeting. But which customer greeting statements should our readers accept used instead? Here are some of their suggestions:

• "Hello, thank you for calling [INSERT COMPANY NAME]. My name is [INSERT Proper name], how can I help you today?"
• "Thanks for calling [INSERT COMPANY NAME]. I am [INSERT Name]. How tin I assistance you?"
• "Proficient morning/afternoon, cheers for calling [INSERT COMPANY NAME], yous're speaking to [INSERT Name]. How may I aid you lot?"
• "Give thanks you for calling [INSERT COMPANY Proper name], this is [INSERT NAME]. How may I provide earth grade service?"

Our readers accept too let us know what worked for them when working in client service. Here are their greetings:

Our Reader Tiffany Suggests:

I work at a service visitor with an unique name. Our greeting is as follows:

"Thank you for calling Allgood Plumbing, Electric Heating & Cooling, This is Tiffany, How can I take Allgood intendance of you today?"

It'south long, but we practise get a few "that'southward cute" comments.

Alex Likes to Use This Greeting Phrase:

I learnt this customer service tip from my fourth dimension with Apple…

Say "thank you for waiting" when you have long customer queues, as opposed to "lamentable about the wait". If you lot commencement with the interaction with an amends, y'all are put immediately on the back foot.

Thanks to Alex Sergeant

Debby Uses This Neat Greeting Statement:

The IVR message already gives the Visitor name to the customer, so we use this equally a greeting: "Good 24-hour interval, yous are speaking to [INSERT NAME], how can I aid you?"

Thanks to Debby Webster

Found this commodity useful? Have a expect at these:

• The Height 12 Acknowledgement Statements
• All-time Tips, Phrases and Words to Utilize for Edifice Rapport
• The Right Words and Phrases to Use on a Sales Call
• The Incorrect Words and Phrases to Use on a Sales Phone call

Originally published July 2017. Updated in January 2020.

Source: https://www.callcentrehelper.com/best-customer-service-greeting-phrases-113176.htm

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