Customer Service Closing Statements: End a Call Professionally
This is your chance to leave a good impression once the call's over
There are several reasons that you may need to end a phone call professionally. Maybe you're on a deadline or need to move on to the next call, or perhaps you're on the line with a chatty person and the call isn't progressing. Whatever your reason, it's always important to end the call politely and leave the person on the other end with a favorable impression of you and your company.
Put these business phone etiquette tips to work to ensure that you always do your best to leave your callers happy.
1. Think First
Before you decide that you need to end a phone call, make sure the "business" part of the conversation is complete. Have you handled the caller's request or addressed their concern? Alternately, is there any additional information you need to collect from them? You don't want your caller to think that you are avoiding the business at hand, or are cutting them off. A good way to initiate the close of a call is to say, "It's been a pleasure talking with you, is there anything else I can help you with?"
2. Always Be Professional
Choose what you say carefully; again, you don't want the caller to feel like they're getting the brush-off. Don’t be condescending in your words or your tone of voice. But at the same time, try to avoid making statements or asking questions that will prolong the conversation. Be assertive, but avoid being rude or impolite.
3. Set a Time Limit
Part of every successful business is building relationships with your customers and it is nice to hear about their vacation or their grandchildren. This kind of personal attention to detail is particularly important if you're in sales. Here's a way to make sure you find that balance between polite chit-chat and wasting time: When you are sure the business portion of the call is ended, look at the clock or call timer on your phone. Give the caller another three or four minutes to wrap up before you start winding things down.
4. Seize the Pause
Wait for the caller to pause in their conversation and jump in immediately with a pleasant call end statement. making it clear that you're steering the call to its end. For example:
- "Well, congratulations on the new house! I'm going to wrap up so I can take this next call, but please let me know if there's anything else you need. You have my number."
- "It's been nice speaking with you, but I need to wrap up. Can we set a time for our next call?"
- "Always a pleasure to hear from you. Is there anything else you need before I let you go?"
5. Offer Alternatives
You may have methods other than the phone that people can use to contact you. These could include email, texting, web chat, or even your secretary or assistant. If your phone call would be better served by one of these alternative forms of communication, pivot the conversation.
For example, if an email would be an easier way to receive this same information, then request that they caller follow up in your inbox:
"I'm going to let you go now but here's my email address if you need anything else."
You can also let them know how they can contact your assistant or the person who can handle additional concerns or issues. Better yet, offer to transfer them directly to that person.
6. Use Technology
If you have Caller ID, write the offending caller's phone numbers on a list and keep it near the phone. When you see them calling, let it ring through to voicemail and return the call via email.