Customer service calls determine whether frustrated customers become loyal advocates or lose revenue. Every call represents an opportunity to solve problems, build relationships, and strengthen your reputation. 

Yet many businesses manage these critical interactions inconsistently, resulting in poor customer experiences and negative reviews. Understanding the fundamental dos and don'ts of customer service calls helps your team deliver the professional, empathetic support that turns challenging situations into positive outcomes.

What is a customer service call?

A customer service call is any phone interaction in which a customer contacts a business to seek assistance, information, or a resolution to a problem. These calls cover a wide range of scenarios, including technical support requests, billing inquiries, product questions, complaint resolution, order status updates, and general information requests. 

Unlike sales calls focused on conversion, customer service calls prioritize solving the caller's immediate need while maintaining the relationship and protecting the brand's reputation.

Dos of answering customer service calls

Following these best practices ensures your team handles every customer service call professionally and effectively.

Be professional

You should always answer the phone professionally and courteously. People are calling a business, and they expect this standard. Start with a proper greeting, ask how you can help, and show the customer you are ready to address their issues, no matter what they may be. Don't be short with people, or just pick up the phone and say, "Can I help you?" Be engaged. Be professional. Make that impression from the start.

Let the customer talk

Too often, when we answer customer service calls, we're tempted to jump in, read a script, or ask too many questions instead of listening. When you answer the phone, let the customer talk. Listen, and allow them to explain what they are experiencing. 

Then, respond. Ask questions if you need further information, but leave them plenty of room to answer. By and large, one of the most common complaints about customer service is not feeling heard. Don't let that happen to your customers.

Clarify everything if you're unsure

Questions are your friend. Make sure you know exactly why someone is calling, what you can do to assist them, and how to move the experience forward in the best interests of everyone. It helps to ask as many questions as possible and ensure that everything is clearly stated and understood by everyone involved. Even if you need to ask for clarification or repeat the information, you can apologize and ask again. Customers appreciate thoroughness over assumptions.

Use available resources and tools

Take advantage of the resources you have at your disposal. Access customer history, knowledge bases, troubleshooting guides, and internal documentation to provide accurate information quickly. 

Don't hesitate to consult with colleagues or escalate to specialists when situations exceed your expertise. Customers value accurate information delivered confidently, even if it requires brief holds to verify details or consult resources.

Don'ts of answering customer service calls

Avoiding these common mistakes protects your customer relationships and maintains professional service standards.

Don't use industry jargon

When speaking with colleagues in your industry, using technical terminology and specifications is appropriate. When you're answering customer service calls, however, that approach doesn't work as well. 

People need you to use plain language as much as you can. It's not about sounding smart or technical — it's about providing clear communication that your customers can understand. There's a time and a place for specialized terminology, but you should keep it out of most customer service calls, or at least explain it clearly whenever you must use it.

Don't answer with a monotonous tone

You should always answer the phone with a smile. It sounds cheesy to some, but people can hear the smile in your voice, and they are much more likely to respond positively to you than someone who answers the phone with a monotone or disinterested voice. People can read subtleties in tone and inflection, so make sure you sound friendly and enthusiastic, even when a problem needs to be resolved. Be enthusiastic about helping people find solutions.

Don't assume you know why people are calling

Perhaps you receive many calls about a similar topic or issue. That can make it easy to jump the gun and think you know what people need, but remember the point above — let the customer speak. Let them tell you what they need. Don't assume. Not only will assumptions often be wrong, but they also give your customers a negative impression because they don't feel valued or heard.

Don't give incorrect or missing information

Providing inaccurate information damages trust and often creates bigger problems than the original issue. If you're unsure about an answer, say so honestly and commit to finding the correct information. Customers respect transparency and thoroughness far more than confident but incorrect responses. Always verify details before providing definitive answers, especially regarding pricing, policies, or technical specifications.

Don't belittle or minimize customer issues

What seems minor to you may be genuinely significant to your customer. Phrases like "that's not a big deal" or "this happens all the time" invalidate customer concerns and escalate frustration. Instead, acknowledge the inconvenience and show empathy, regardless of how routine the issue appears from your perspective. Treating every problem with appropriate seriousness demonstrates respect for your customers' time and concerns.

Don't interrupt the customer

Cutting off customers mid-sentence signals impatience and disrespect. Even when you believe you understand the issue before they finish explaining, let them complete their thoughts. Customers often provide crucial context or additional details toward the end of their explanation. Interrupting not only frustrates callers but also causes you to miss important information that could lead to faster resolution.

Don't create knowledge silos

Document solutions, recurring issues, and effective approaches so your entire team benefits from individual problem-solving experiences. When you resolve a challenging issue, share that knowledge through internal systems, team meetings, or documentation updates. Knowledge silos force customers to re-explain situations and prevent your organization from learning systematically, degrading service quality over time.

Let customer service experts handle the calls

Delivering consistent, professional customer service requires dedicated attention and trained expertise. AI Receptionist services handle routine inquiries and common questions with scripted responses that ensure accuracy and consistency across every interaction. 

For complex situations requiring empathy, judgment, and problem-solving, Virtual Receptionist services provide trained professionals who adapt to each caller's needs while maintaining your service standards.

Smith.ai provides both AI Receptionist and Virtual Receptionist services to handle customer service calls professionally, along with lead intake, appointment scheduling, and comprehensive support.