Introduction to the Client
When you complete an interview, make sure that you are prepared to give great customer service. Whether on the phone or in person, a client can feel if you are not invested in helping the best that you can.
First, begin by introducing yourself. If you are the client's worker, let them know. If you are not assigned to the case (support center phone agent, worker of the day, etc.), let the client know this and explain who they are assigned to if it is known.
You should then ask why the client has contacted you. This is especially important for new applications and can give the client a chance to tell about what has changed in their life to bring them to apply. For certification renewals, the client may be ready to "get to business" but it is a good idea to give the client a chance to explain themselves if needed.