A Brief Overview

When a customer calls a business, the voice they hear on the phone is the voice they will associate with the organization. Most companies want employees to be ready to treat customers with respect and have them feel that the company is taking care of them.

Basic Steps for CommunicationGreet customers with an uplift in your voice

Let customers ventBe sincere, “I appreciate what you’re…” or “ I understand your inconvenience…”

Ask open ended questions, not yes or no questions, “Tell me about…”

Use active listening skills- in other words pay attention and react

Make sure the caller knows you understand the reason for the call

Take notes and repeat informationDiscuss possible solutions and work with the customer

Resolve the situationEnd on a positive note

Never argue with a customer Stay calmShow sympathy but only give in within company regulations

Follow through with the agreed upon action

Try to keep interruptions and distractions for upsetting the customer

If A Customer is Angry…

Other TipsCreating rapport with a customer makes them trust you more and will most likely keep things harmonious

The employee should always be in control of the call- don’t let a customer tell you his or her life story

Use “I” phrases and not “you” phrases

Using Positive LanguageAnytime that a person is spoken to in a positive manner they will most likely respond in a positive manner; here are some phrases that may keep things “cool”What can I do to make you happy?

I would also be frustrated in your shoes.

Please tell me what happened.

I appreciate what you are saying.I’m sure we will find a solution.I’ll be glad to help you.Thank you for bringing this to my attention.

What is the most convenient for you?

We appreciate your call.I understand.I’m going to call back and make sure this was resolved, okay?

8 Traits to be Effective on Phones

CaringConfidentConsiderateCommited

CreativeControlledContagiousConsistent

Things Not To DoDoing the following will lead you to be an unsuccessful communicator on the phone!

Dead Air or Not Reacting to the Customer

Being hesitant to help the customer

No confidenceArguing- DO NOT DO IT!Interrupting InappropriatelyPhony, unnatural wordsHaving a bad attitude

Never Say the Following… Instead Try

“I don’t know”… “That is a good question. Let me find out.”

“Just a second”… “I am going to need a minute to find this information. Do you mind holding on while I check or should I call you back?”

“No”… “I am not quite to that yet.”

“We can’t do that”… “That is a tough one. Let me see what I can do.”

“You will have to” or “You should”… “Here is how we can help you”

Even if you just work for a company, you will want to be successful in order to keep your job. If you own your own company, it will make life easier because research shows customers who are treated with respect will return to the company again if the service is needed.

Now it is time to start our assignment! Please write your name on a notecard and give it to me to find your partner. Any lucky leftovers get me!