Phone Calls

A customer just wants to be helped quickly and efficiently. From answering the phone to troubleshooting, here are easy-to-follow steps to ensure friendly, over-the-phone service.

• Clear your mind: Stop whatever you are doing and turn your attention to the phone call. In doing so, you will increase your chances to have a successful call.

• Pick up the phone within three rings: More than three rings signals chaos or inattentiveness.

• Give your name: This courtesy serves to personalize the customer service experience as well as allowing the customer to hold the representative accountable for the level of service.

• Ask questions: Asking to help as soon as possible tells the customer you are there to serve their needs and solve their problems.

Ways to Create a Positive Impression:

Impressions are key to developing trust and confidence in the customer.

• Thoughtfulness in meeting the customer's needs

• Taking personal responsibility for a customer

• Quick problem-solving for the customer

• Offering immediate assistance

• Friendliness

• Using the customer’s name in a conversation

• A pleasant tone of voice

• Polite and courteous manners

• Genuine and thoughtful conversations

Tone of Voice

• A flat tone of voice says, “I don’t like my job and would rather be doing something else.”

• A slow pitch and presentation may convey aggravation or lack of engagement.

• A high pitch, a rapid voice says, “I’m enthusiastic and eager to help.”

• A loud voice could signal aggression or frustration. Therefore, keys to a good phone conversation include:

• Inflection

• Volume Control

• Pacing

Inflection

Inflection is what happens when you read a book, or tell a story — it’s the wave of high and low in your pitch that makes what you’re saying interesting. When customer service representatives repeat a number of phrases and information a day, they tend to become monotone. Therefore, it’s important to improve inflection by:

• Breathing — regulate so each breathe is deep and slow.

• Changing around the phrase you use — repetition equals monotony.

• Smiling when on the phone — this causes muscles to contract, creating a more positive tone.

• It’s also important to be aware that too much inflection sounds unrealistic and forced.

Volume

Speaking in a moderate voice is the norm for customer service as high volume scares and intimidates people. Low volumes can be very effective, especially when a customer is irate as it can be calming.