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Customer SupportUpdated 2/27/2025·6,310 views

Voice Etiquette

Quick answer

Answer within 3 rings, use the standard greeting, mirror the customer's tone.

Full procedure

  1. 1Review the Voice Etiquette standard on the department portal before you begin.
  2. 2Confirm you have the required access, PPE, or tooling for the task.
  3. 3Answer within 3 rings, use the standard greeting, mirror the customer's tone.
  4. 4Complete each step in sequence — do not skip or reorder.
  5. 5Record completion in the system of record (log, ticket, or checklist).
  6. 6Escalate any deviation from the standard through the escalation path.
  7. 7Debrief the team lead at handoff on anything unusual.

Common mistakes & exceptions

  • Skipping the WMS/system logging step — every action must have a system record.
  • Not photographing exceptions before escalating.
  • Assuming verbal approval is enough — always capture the ticket or form ID.

Escalation path & subject matter expert

Escalate to
Customer Support Shift Lead
Ext. 4133 · Slack #customer-support
Subject matter expert
Priya R. — Customer Support

Frequently asked questions

Required forms

  • Voice Etiquette Log
    CS-406

My private notes

phonevoiceetiquettegreetingcustomer supportproceduresopatlas

Revision history

  1. 2025-02-27
    Version 1.5 republished by Hannah Reyes.
  2. 2026-11-14
    Reviewed for annual compliance.
  3. 2024-11-04
    Initial publication.
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