November 9,2023

To: All Employees

From: Kelsi Hofacker, Manager

Date: August 4, 2023

Subject: Urging Employees to Handle Routine Calls Courteously

We recently conducted a survey to determine the attitudes of our customers toward our company. Among the areas in which we received lower scores was "friendliness." This is concerning to me because I am confident that our employees are capable of providing excellent customer service.

We receive many calls regarding routine matters, such as payment options, service outages, and billing inquiries. While these calls may seem repetitive to our employees, it is important to keep in mind that the caller is contacting us because he or she needs assistance. Employees serve as the company's face to the caller.

I would like to urge all employees to be patient and friendly when answering routine telephone calls. The following are some specific tips.

• Address the caller by name.
• Take the time to listen carefully to the caller's question.
• Explain the question thoroughly to ensure the caller understands.
• Provide clear and precise answers to any questions asked.
• Always end the conversation with a polite thank you.
• Answer the question in a clear and concise manner.
• Conclude the call on a positive note.

The employees at our company are capable of providing excellent customer service. We can improve our customers' perception of our company and build stronger relationships by following the tips above. For any follow-up questions, please contact me at kelsi.Hofacker@Power.Company.com Thank you for your commitment and dedication to customer satisfaction. I am confident that together we can make our customers' experience even more enjoyable and rewarding.

Your cooperation is greatly appreciated.

Sincerely,

Kelsi Hofacker

Power Company Manager

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