Action Statements
Section 4: Customer Service Skills
Action Statements: The Closing Technique That Gives Callers Confidence and Clarity
When a call ends, the caller should know exactly what will happen with their message, who will receive it, and what they can expect next. An action statement provides this clarity, transforming the close of a call from an abrupt goodbye into a reassuring commitment. Without it, callers are left wondering whether their message will actually reach the right person, and that uncertainty often leads to follow-up calls.
- Callers who hear a clear action statement are significantly less likely to call back for confirmation, reducing call volume and improving efficiency.
- A specific action statement demonstrates accountability and professionalism, reinforcing the caller's trust in the service.
- Vague closings like 'someone will get back to you' leave callers uncertain and anxious, especially in time-sensitive situations.
- Action statements serve as a final quality checkpoint, ensuring the agent has a clear plan for the message before the caller disconnects.
Contact center analytics consistently show that follow-up calls drop by 30% or more when agents close with a specific action statement. The reason is straightforward: uncertainty drives repeat contact. When a caller hears 'I will forward your message to Dr. Martinez so she can return your call this afternoon,' they have no reason to call back and check. When they hear 'I'll pass the message along,' they lack the specificity to feel confident, and many will call again within the hour.
- Close every call with a specific action statement that describes what you will do with the message and who will receive it.
- Name the recipient whenever possible: 'the on-call nurse,' 'the office manager,' 'Dr. Patel' rather than generic 'someone.'
- Include the expected outcome when appropriate: 'so they can return your call,' 'so the team can review your request.'
- Deliver the action statement with confidence and commitment, not as a tentative hope.
- Ending the call without telling the caller what happens next, leaving them uncertain about whether their message will be delivered.
- Using vague language like 'I'll pass this along' without specifying who will receive it or what they will do.
- Rushing through the action statement as an afterthought rather than treating it as an important closing commitment.
- Skipping the action statement on calls that involve patching or transfers, where a different closing protocol applies.
Every AnSer call closes with a specific, confident action statement that tells the caller exactly what will happen with their message and who will receive it. This practice, standard across all 18 AnSer centers, gives callers peace of mind and dramatically reduces unnecessary callbacks. It is a simple commitment that reflects AnSer's deeper philosophy: every caller deserves clarity and accountability.
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