Phone Etiquette

Bertram Communications was built on strong customer relations. The customer experience is our number one focus. When we provide high-quality and consistent service, the customer knows they can always count on us and our business will grow.

Opening the Call

Answer with: "Thank you for calling [Brand Name]. This is [Your Name]."

"How may I help you?" is assumed — don't waste time saying those five words. We want to remain consistent from call to call.

Use the outbound calling codes when placing calls so the correct caller ID shows:

#31 — Bertram Internet (920-351-1023)
#32 — Optic Loop (801-737-1900)
#33 — XL Broadband (815-312-4454)
#34 — Door County Broadband

If you do not use a calling code, it defaults to the Bertram number.

Core Rules

Never interrupt a customer. Let them get their frustration out. They want to feel listened to and that their problem is important, regardless of how simple it may be.

Hold is your friend. The phone system has mute and hold functions — never muffle your mouthpiece. If you need to talk with a superior briefly, use mute. We don't want customers hearing things they don't need to hear.

Keep customers informed. Tell them what you're doing. If you're troubleshooting, say so. You don't have to go into details. If you can't fix it and need to schedule a tech visit, predict a longer time frame than needed. When you fix it faster, they know you went to bat for them.

Smile when you talk. Customers can hear you smile. Practice talking with and without a smile — you will notice the difference.

Handling Angry Customers

Never talk negatively to a customer. Don't ask them to calm down. Use a slightly louder voice and be stern. Sympathize: "how awful", "you're right", "how terrible". Once you de-escalate, return to the problem at hand. Make sure the customer knows you are going to solve their issue, and if you can't, you will find someone who will.

Account Verification — MANDATORY

Bertram Communications is classified as a utility. We are legally mandated to verify the customer's identity when working with any account.

This includes confirming whether someone has service. If anyone asks if their neighbor has service, we cannot confirm or deny. The only exception is account referral.

Every account accessed for any purpose must be verified.

Ask for their security question/code. If they don't know it, they must provide one of:

Account number + address + phone number
Last four of a card + address + phone number

After verifying, set up a new security question or code.

Failure to properly verify accounts will be grounds for disciplinary action.