As customer service providers, communication is mandatory to achieve success. To further this point let’s look at the Merriam Webster definition for communication. Com-mu-ni-ca-tion is the act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings etc., to someone else. Now that we have the definition of communication in our tools belts here are some tips on how to use it effectively when you are on the phone with a customer:
SMILE: This may seem odd sinc e the person is not in front of you but when you smile during a conversation your tone naturally becomes positive and that is conveyed to the customer on the other end of the line. This will help a customer feel comfortable, and will feel that they are being heard and that they can confidently express their needs or concerns.
VOICE QUALITY: Dialect, pitch and rate of speech are all aspects which you need to control while you are on the phone. Be clear and concise. Avoid high pitch because this is associated with youth not authority. Find the natural pitch that you use in a conversation to make the customer feel at ease. The speed of your speech goes up as you get nervous. Take the time to relax yourself to ensure you aren’t rambling words the customer can’t understand.
BE GENUINE: When fielding customer service calls you must be genuine, honest, and sincere. Never lie if you don’t have an answer to a question. Always speak to the customer with respect and honesty that way you can avoid customers becoming angered, and diffuse customers that already called angry.
ENUNCIATE: This is the art of speech that has to do with speaking clearly. In order to effectively convey your knowledge without filler words, such as “um or like” of inappropriate words like “dude or bro” you must be aware of your speech tendencies. Professional phone etiquette is polished so be aware of your speech tendencies and aim to correct them.
SATISFACTION: Start positive, stay positive and end positive. To ensure that this customer is satisfied and will return you must be positive throughout the entire phone conversation. Use the customer’s name several times so that you remember it and can close your conversation by saying “Mr…..thank you for calling and have a nice day”. Always ensure that all the customers’ questions have been answered before you disconnect the call. The aim here is to try and always have a satisfied customer.
Customers respond to honesty, positive attitude and respect. Effective communication leads to repeat business and happy customers. This skill is one that all customer service providers need to perfect.
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