Society needs a large variety of products and services to function smoothly. Individuals set up businesses, big and small, to fulfill these needs. However, the essential condition for companies to exist and thrive is that they are in the black. And finally, for that to happen, businesses need to have a steady stream of clients. This article will focus on the art and science of a successful closing call.

Closing call statements are phrases customer service representatives and other professionals use to signal their phone conversation has ended.

How To Close At The Beginning Of The Call

The Most Popular Call-Ending Statements

1. “Thanks for calling and if you have any additional questions, please call us.”

Reassuring the customer of the contact centre’s support for queries is a nice gesture of the advisor’s willingness to make the customer’s life easier.

Offering this reassurance is something that this statement does well, as no matter the stage of the call, it is always good practice for an advisor to signal to the customer that they are valued and can be supported round the clock.

Also, this could be a particularly good phrase to use if the customer has been given a lot of information or is rushing through the call because they are in a hurry.

2. “Thanks for calling [COMPANY NAME]. Have a good day.”

It is interesting that both of the top two call-closing statements begin with “thanks for calling”. It seems that this simple “off the cuff” phrasing was popular with our professionals.

Perhaps this shows the value of keeping the tone of the conversation less formal by using “thanks” and not “thank you”.

Using these shortened terms to sound more human contrasts with the robotic, script-led impressions many customers have of contact centres, and encourages more natural communication.

3. “Goodbye, Mr/Mrs [INSERT CUSTOMER NAME], thank you for calling.”

This is a nice call-closing phrase to use if a contact centre is looking for its advisors to do more to personalise their calls and repeat the customer’s name.

However, the decision to use Mr/Mrs X or the customer’s first name is a difficult one, as it is important to address the customer in the appropriate manner.

While some customers may prefer Mr/Mrs, many believe using the customer’s first name is a shortcut to building rapport. So, if an advisor believes that the customer has a preference, it is good practice to record that in the CRM system, so future advisors know which to use.

Either way, more of our contact centre professionals believe that advisors should personalise their call ending statements by addressing the customer by their name, than those who do not. This is highlighted in the chart below.

A graph showing the response to whether the advisor should personalise their call ending statement to include the customers name. 42.3% say yes, 7.7% say no and 50.0% say it depends on the situation

4. “You’ve been speaking with [INSERT ADVISOR NAME] today. Thank you for contacting [INSERT COMPANY NAME]! Have a great day.”

This may be quite a long call-ending statement, but it definitely covers all the bases in terms of using the customer’s name, thanking them for their time and wishing them well.

Also, in amongst this phrase is reference to the company’s name, which could be good to include if the interaction has gone well. Why? Because it reinforces that this good experience was delivered by the company and not just a helpful advisor on the inside.

However, this may only be good practice in the closing statement, as encouraging advisors to use personal pronouns with the customer in other parts of the interaction may improve rapport.

5. “Apologies once again for any inconvenience caused. Thank you for your call.”

Using some of the other statements included in this list may be bad practice if the call has not gone well.

“Saying something like “I enjoyed talking to you” would not be a good thing to say to an abusive customer”

For example, saying something like “I enjoyed talking to you” would not be a good thing to say to an abusive customer.

However, this statement does a good job of addressing the issue and taking ownership of it on behalf of the organisation.

Why is it important to close a call professionally?

Closing a call professionally is an important practice that can help your company provide great customer service. Proper phone etiquette can help improve customer satisfaction and help develop positive opinions of your company from your customers. When you satisfy a customer with the care and service you provide, it promotes loyalty, repeat business and an increase in brand awareness.

A polite and formal closing statement can also help signal to customers the call is going to end soon. This can give them notice in case they have additional questions and prepare them to end the call.

What is a closing call statement?

Closing call statements are phrases customer service representatives and other professionals use to signal their phone conversation has ended. After the professional has accomplished the primary purpose of the call, they may offer a closing phrase to say goodbye to the other person on the call and to see if there are questions. All professionals can benefit from using closing call statements in their business calls, but they are especially important for telephone customer service representatives.

Tips for using call-closing statements

Call-closing statements can ensure your professional phone calls are effective, productive and polite. Here are some tips to help you use professional phrases to close a call:

Allow them to finish

Before you start your closing statement, be sure the person you are speaking to has accomplished their purpose for calling. Consider asking if you can do anything else for them before hanging up to give them a chance to add any closing remarks. For example, if you are a food service professional who just accepted a customers order of a pizza, you may say something like:

“Will that be all for you today?”

This would give the customer a chance to add on to their order or confirm they are only ordering one item.

Set a time limit

Though it can be best to allow individuals to take as much time as they need, it may also be beneficial to both parties to finish the phone call as quickly as possible. Consider setting a time limit as a goal for you to resolve the issue or answer their question.

Offer alternatives

If the phone call is lasting too long or you cannot assist the person over the phone, its helpful to suggest alternative approaches to resolve their issues, such as via email or your company website. For example, if a customer is in a hurry or cannot stay on the phone much longer, you could suggest communicating over email instead.

Examples of effective call-closing statements

The closing call statement you use often depends on the type of and reason for the call. Here are some examples of situations when you may need an effective call-closing statement to benefit your company:

Calls to address customer complaints

When answering phone calls, customer service representatives often have to address customer complaints. Most of the time, these professionals can resolve the customers issue. Sometimes, if you cannot fix the issue or the company wants to encourage the customer to have a better service experience, customer service representatives will offer restitution, such as a discount or a replacement item.

After resolving a customer complaint, its important to ensure you satisfy the customer with the call from start to finish. This can help keep the customer in a cheerful mood and improve their experience with your company. To end the call politely, try one of these closing statements:

Calls to confirm or place an order

Customers also call businesses to place an order or check the status of a recent order. This is especially common in the foodservice industry, as many other retail industries handle customer orders in person or online. When ending a call to place an order, it can be especially important to summarize the events of the call to confirm their accuracy.

When customers call to place an order, this would entail repeating the order information back to the customer and, if applicable, confirming payment details. Here are some closing call statements you can try for this situation:

Calls to answer customer inquiries

Customer inquiry calls can cover several subjects and are common in nearly every industry. These calls are typically unique to the caller, so every call you answer could be different. However, regardless of the subject, you can end these calls similarly.

For customer inquiry calls, its important to clarify you answered the customers questions to their satisfaction and to confirm the customer has no further questions. To do this, you can try one of these closing call phrases:

Interview phone calls

Interviewing potential job candidates via a phone call can be an excellent method to reduce travel times and allow scheduling flexibility. This is also ideal for professionals who apply for remote work. When ending interview phone calls, its helpful to clarify the candidates next steps. It is also polite to offer a phrase of gratitude. To ensure the interview ends on a positive note, consider using one of these closing-call statements:

Calls for scheduling an appointment

Customer service representatives and administrative professionals often handle scheduling calls. These calls can be like order confirmation calls, so its helpful to repeat the details of the phone call while making closing remarks. Here are some examples of call closing statements for this situation:

General calls

Though many professionals use a certain call-closing phrase for specific situations, there are also more general phrases to consider using. Professionals can use these for networking calls and customer interactions. Here are some phrases you can use for most business situations:

FAQ

How do you end a professional phone call?

Ending the Call
  1. Thank the caller for calling and summarize what you did for the customer. Example: “Thank-you for calling. …
  2. Let the caller know you appreciate their business. …
  3. Offer to help in the future by letting the customer know how to contact you or your company. …
  4. Say Goodbye but always Let the caller hang up first.

What is it called when you end a phone call?

Since the receiver hung on a bracket, everyone “hung-up“. (The same with public pay-phones.) Despite the changes in design, “hang-up” persevered. Now, while you can end the call, disconnect, turn it off, or whatever, If someone does it to you, (in the US) you will most likely say, “That $*#@!

How do you end a call politely?

Thank the caller for their time and then wish them the best. If they’ve already wished you the best, simply say “Thanks, you too.” For example, try ending a call with “It’s been so nice talking with you. Have a great rest of your day!”

How do you end a conversation with a customer?

End on a high note by asking a customer if there’s anything else you could help with or encouraging them to get in touch again in the future. Make sure your closing statement is polite, friendly, and leaves an overall positive impression.

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