When Alexander Graham Bell invented the phone, he did not see the positive effect it would have on customer service - or the negative impact it could have! Yes, the telephone can be a great tool in helping to provide a unique customer service, but it can also quickly destroy a customer’s perception of your service. What steps can you take to ensure that, whenever you or your employees use the phone, you add something good to the customer experience? Here are some ideas.
Quick Response, Old but often overlooked tip! You sit at your desk, deep in thought, write your monthly report and then the phone rings. "I'll finish this sentence soon ..." he tells himself, and before you know it, the phone has rung 10 times. The caller will probably not be in good shape - thinking he or she has not hung up yet! Just try and remember the last time you sat on the phone, it was ringing and ringing.
What images came to your mind while you were waiting? A picture of someone trying to call her sitting at her desk chatting or drinking a cup of coffee? Didn't you have a good attitude, you did? So why put your customers in it? Identify to answer your call between 3 and 5 rings. Taking things in stride will make the conversation better and will prevent you from opening your conversation apologetically. So, get on the phone as soon as you can.
Be Enthusiastic When answering a phone call, make sure your voice conveys the message, “I'm so glad to hear that!” Keep your voice simple, bring a sense of urgency to your throat, and most importantly make you feel craving. You do not want the caller to think that you can do something else ... even if you do! Get a real sense of humor in your opening greetings.
Say “Hello” or “Hello” with a strong and enthusiastic voice. This will instantly enhance the caller's mood and give both of you a good start. If you have a really bad day (and we all get it!), And the compulsive enthusiasm will be a struggle, get up and pick up the phone. This helps to simplify your voice and to adjust your body language and body language.
Give it a try. Listen to What They Say, You may think that you are listening carefully to every conversation you have. It is hard enough to do this when you are face to face with someone, but with a phone without looking at it, keeping your attention is very difficult.
It is very easy, especially if the caller has a habit of taking out all the points he wants to do, thinking about the work you have just interrupted, or about that conversation you had with one of your suppliers before. Before you know it, you've lost track of whose calling. Actively listening to what is said is a skill that everyone needs when they are going to use the phone as a good customer service tool.
But how can you keep your attention focused on what is being said?
• First, commit to yourself that you will fully obey. Without a clear commitment nothing happens
• Take notes every time you call, even if you do not need them. The act of capturing the key points of the caller, will force you to listen. Just focus on keywords, don't finish sentences, otherwise you will be focused on writing and not listening!
• When an important statement is made, repeat it in your own words. This will force you to listen to the key points that you need to repeat
• Ask questions.
Do not go too far with too many questions but ask enough to keep your mind focused Loyal listening is not just about making sure of all the important points; it is about respecting the caller. They will feel treated with dignity and respect when it is clear that you are listening. Appropriate questions and occasional “Umm” can go a long way in making the caller feel like they are being listened to.
Avoid Distractions If possible, try and remove as many distractions as you can during a phone call, especially if the phone is important. If your office door is open and normal office noise affects your listening, ask the caller to pause and close the door. If someone walks into your office while you are taking an important call, show them to stay outside or come back.
It can be very frustrating to have someone sitting at your desk while you talk. If you were working on your PC when the call came, turn it on and face it. You do not want your eyes and mind to wander back to look at the document you were working on! Respect the caller's time and remove or avoid anything that might cause your mind to wander.
Finish Very When the call ends, it is important to end in a firm, convincing manner. Summarize what has been agreed upon, what steps to take and who. Leave the caller without a doubt what the next step is. Just as your opening was enthusiastic, so should your closing statement.
A good, strong and direct statement, “It's good to talk to you and talk to you soon” will bring the call to a satisfying conclusion. Your customer will hang up the phone knowing that the call was important. Reply to Phone Messages and Voicemail When you are not at your desk or office, any recorded message you leave is very important in creating the right impression as a real phone call.
Some people do not like to leave messages, but if your phone is powerful, use it. By leaving a message, at least your customer will have the opportunity to partially satisfy the reason for the call. Not being able to say anything can be frustrating.
Here are some ideas on how to record effective messages:
• Write the message before recording it. Do not do it without the cuff, as it will probably fill with "umm" and stand still. It will not sound professional
• When recording, speak slowly and carefully, making sure the caller understands everything you are saying.
This is especially true of phone numbers where you can be reached in an emergency
• Make the message loud and clear. Do not fill it with unnecessary information
• Call your number and listen to the message. If it does not sound right, record it several times until you do it
• Always change your message to reflect what you are doing. If you will not be on vacation, give a date for your return. If you go out only in the morning, tell the caller that you will answer this afternoon. Up-to-date messaging will give a caller more confidence by leaving a message, If used properly the phone can be a great help in building a reputation for providing unique customer service. Used improperly, it can damage your business and provide another reason for your customers to move their business elsewhere.
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