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hey everyone today i'm going to talk about one of the most common problems that call center newbies experience when they are taking calls and that is when they're having a hard time spelling their customer's name so the most common question that i usually hear is is it okay to ask your customer to spell her name and the answer is yes absolutely but before we talk more about that question let me give you now the nato phonetic alphabet nato by the way means north atlantic treaty organization this is the phonetic alphabet that the military also used and this is the standard when you're spelling things out over the phone this is the standard so you can avoid using words that are a little bit unprofessional because it would not be so professional if you're going to say f for felony or s for story so in a call center setting this phonetic alphabet is especially important and you have to memorize this you have to know all these like the back of your hand so i will now show it to you so you can screenshot it and memorize it when you can let me read it so that's a for alpha b for bravo c for charlie d for delta e for echo f for foxtrot g for golf h for hotel i for india j for juliet kilo lima mike november oscar papa quebec romeo sierra tango uniform victor whiskey x-ray yankee zulu those are the phonetic alphabets i want you to screenshot them by the way in nato phonetic alphabet there's also phonetic for the numbers from zero to nine but i'm not going to include that here because numbers are quite easy to distinguish over the phone one two three four five six seven eight nine they are pretty easy to recognize over the phone so i'm not gonna include that here because i don't use phonetic with numbers myself when i was still working as a call center agent and by the way another reminder you might want to change y for yankee for y for yoke because i have a friend who was assisting this customer and then when it came the time for her to say why for yankee the customer was so offended and i searched online and i found out that while yankee is generally a safe word or an okay word to use there are certain parts in the u.s where it could be derogatory or it could be a little offensive to others so i don't know um maybe it's just that one customer but i definitely have a friend whose customer was offended when she heard why for yankee now back to the question is it okay to have your customers spell her name if you don't understand it and the answer is yes absolutely but but there's a but you need to make sure that you are making it as brief as possible for her make sure that you your customer only spells her name or her email address once the more she repeats it the more she's gonna get annoyed by you and the more your customer is annoyed by you she's likely gonna ask for a supervisor so you really need to master the phonetic alphabet from a to z and another tip that i could give you if your customer is in a hurry and she's clearly impatient is to not make her spell every single letter in her name depending on the name that she's spelling this might or might not apply for example the name steven usually there are two versions of this name the steven with a p and a stephen with a v in it so in this case you don't have to ask your customer to spell steven from s to n what you need to do is to ask the question is it a steven with a p or a steven with a v because you basically already know how to spell both steven you just want to make it clear whether it's a p or a v so by asking is it a stephen with a v or a p then you are sparing your customer unnecessarily spelling his name and another way that you could shorten the spelling time is to focus on those letters that are hard to distinguish distinguish for example a and e they sound a little similar so you want to always say a for alpha or e for echo to differentiate the two and here are the other sets of letters that you confuse with with each other again i'm going to show it to you on the screen so you can screenshot it and remember them so that's s f x t d b v p m n j g q u so these letters guys you need to take note of them you need to always spell them with their phonetic alphabets because if you don't then your customer is going to hear you differently and you are going to repeat and repeat and your customer is going to be annoyed so when you're using these letters always use them with a nato alphabet and if you want to make it even faster and if your customer is so impatient then you can skip the phonetics with some of the letters that are so obvious over the phone for example the letter w there are no other letters in the alphabet that sounds similar to w so in this case it's not necessary for you to say w for whiskey unless your customer is hard of hearing and she's really having a hard time understanding you then that might be the exception but most of the time if your customer has a normal sense of hearing then saying w is enough you don't have to say whiskey to make it to speed up your into your transaction and proceed to the most important part of the call which is the resolution all right that is all for today if you have any other questions about call handling tips comment down below and i will make a video about them in the future bye