7 Powerful Customer Service Phone Tips
The phone is one of the oldest and most personal customer service channels. Its unique nature calls for a unique approach. While a phone call can feel like you’re talking directly to someone, it lacks the visual feedback of face to face contact. What’s more, you’re not able to reread what was said – as in, say, live chat support.
Let’s keep these unique qualities in mind as we go through these 7 customer service phone tips.
1 Stand up calling
One of the best tips I’ve received for handling important calls was to stand up and walk around. On your feet you’re naturally more energetic than when seated. It’s a simple matter of heart rate and blood flow.
Unfortunately, most people working in call centers are seated all day long. When you get one on the phone, they sound like they could fall asleep anytime.
Tip: Stand up to sound more energetic on the phone.
When we’re listening to someone face to face, politeness forces us to focus our eyes on the other person. But on the phone, we lack visual feedback.
This, combined with a world of distractions at your fingertips, makes wandering thoughts a real danger. We tend to overestimate our multitasking skills, so we think we can push in a quick email check and… *blank* What is she talking about again?
Worse, when you lose track, you’re not able to read over the transcript to pick things up again.
One tip for maintaining full focus while calling is to close your eyes, limiting your sensory input almost exclusively to your hearing. Be the Daredevil of phone support.
Tip: Close your eyes to focus fully on what the other person is saying.
Smiling isn’t only nice on the eye, it’s nice on the ear as well. Your voice sounds different when you speak with a smile. A study by the University of Portsmouth showed that people can hear whether a person on the other end of the line is smiling.
A laughing voice sounds warmer, making the customer feel welcome. By putting on a smile when you pick up the phone you’ll notice your calls become more friendly.
Tip: Smile to get a warm and welcoming voice.
Phone service reps are generally taught to pick up the phone with warmth and enthusiasm. “Hi! This is Bob, how may I help you?!”
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