Call handling is one of the most important aspects of customer service. It’s the first point of contact for customers and can set the tone for how they view your business. It can also make or break their experience with your brand. That’s why it’s vital to take the time to understand the basics of call handling and put strategies in place to ensure that your customers are satisfied. In this article, we’ll provide tips to help you unlock better call handling and keep your customers happy.

What is Call Handling?

Call handling is the process of handling customer calls. This includes answering the call, addressing customer concerns, and providing solutions. It’s also important to ensure that calls are handled in an efficient and professional manner. Call handling can have a significant impact on customer satisfaction and loyalty, so it’s critical to get it right.

Call handling typically involves a number of steps. First, the customer must be greeted in a friendly and professional manner. Then, the customer’s concern must be addressed and a solution must be provided. Finally, a follow-up call or email must be made to ensure that the customer is satisfied.

Benefits of Good Call Handling

Good call handling can provide a number of benefits to your business. First, it can help to build trust with your customers. It also increases customer satisfaction and loyalty, as customers are more likely to return to a business that provides excellent customer service. In addition, it can help to reduce customer churn, as loyal customers are less likely to switch to another provider. Finally, good call handling can result in increased sales, as satisfied customers are more likely to make repeat purchases.

Understanding Your Customers

In order to provide excellent customer service, it’s important to understand who your customers are and what they need. This means taking the time to listen to their concerns and understand their point of view. It also means being open to feedback, as this can help you to identify areas where your customer service can be improved. Taking the time to understand your customers can help to ensure that they are satisfied with their experience.

Implementing Best Practices for Call Handling

Once you have a better understanding of your customers, you can begin to implement best practices for call handling. This includes providing clear and concise instructions, as well as being patient and understanding. In addition, it’s important to be consistent in your approach to call handling, as this will help to create a feeling of trust and reliability. Finally, it’s important to use positive language and remain calm, even in difficult situations.

Practical Tips for Handling Calls

Now that you have a better understanding of best practices for call handling, here are some practical tips to help you get started. First, it’s important to have a plan in place for each call. This should include a greeting, a summary of the customer’s concern, and a solution. It’s also important to speak slowly and clearly, and to be prepared to ask questions if necessary. Finally, it’s important to be polite and courteous at all times, even if the customer is angry or frustrated.

The Importance of Active Listening

Active listening is an important part of call handling. This involves really listening to what the customer has to say and responding to their concerns. It also involves being open to feedback and suggestions. Active listening can help to ensure that the customer’s needs are met and that their experience with your brand is positive.

Strategies for Dealing with Difficult Customers

No matter how good your call handling skills are, there will be times when you have to deal with difficult customers. In these situations, it’s important to remain calm and polite. It’s also important to be patient and understanding. Finally, it’s important to be clear and direct in your communication, and to focus on finding a solution.


Call handling is an important part of customer service, and it’s essential to get it right if you want to keep your customers satisfied. In this article, we’ve provided tips to help you unlock better call handling and keep your customers happy. I’ve discussed the benefits of good call handling, the importance of understanding your customers, the implementation of best practices for call handling, practical tips for handling calls, the importance of active listening, and strategies for dealing with difficult customers. By following these tips, you can ensure that your customers are satisfied with their experience.