Customer Service Skills

Call Center Tech Support

“When I’m talking to customers on the phone, what can I say I if I don’t know someone’s name? I’ve always felt that saying, “What’s your name?” is not good enough, not polite enough, nor very professional. Could you, please, advise me?” Technical Support Team Member

Yes, you are correct. Just saying, “What’s your name?” doesn’t come across as  customer service oriented or friendly enough. Good customer service skills: Ask  the right questions the right way. Here are a few suggestions:

What’s your name?

1. 1. There’s just one thing before we continue, please. I don’t know your name. Could you tell me your name, please?
   2.  Excuse me, but I don’t believe I asked you your name. Could you, please, tell me your name? – The customer might interrupt you and tell you his or her name before you get to “could you ….”
   3.  Oh, excuse me, your name? I don’t believe I have your name. Can you tell me your name, please?
   4.  Oh by the way, I know you know my name is Joe, but I don’t believe I know your name. What is your name?
   5.  Excuse me, but I don’t believe I’ve asked you what your name is. Could you, please, tell me your name?
   6. If you forget the customer’s name, you could say this: I’m sorry, but I can’t recall your name. I speak to so many people. Could you, please, tell me your name once again?