How many times have you called a customer service department and been greeted by a rep who sounded dead? It happens all too often – but it doesn’t have to. Just because CSRs answer the phone all day long, doesn’t mean it has to be boring. Unless you are Bill Murray in Groundhog Day, you only get one chance to make a first impression. Proper etiquette and a little enthusiasm go a long way towards giving your business a professional, reliable appearance!
These 6 important steps will help you make each phone interaction an amazing customer service experience!
- Employ the best answer phrases. The right string of words will start off a conversation on good footing. Start with good morning, good afternoon, etc. Thank the customer for calling your company. State your name. Ask how you can help them today. Be friendly, enthusiastic. Act as if you really like your job!
- Sound energetic. Sound like you have had enough coffee to keep you bright, even if it’s only 7 a.m. Sound like you are excited to help resolve their issue. Sound like they are your favorite person, even if they are screaming in your ear.
- Be positive. Being positive means ensuring the caller that you will work to resolve his issue as quickly as possible, or if you are not able to, then you will find someone who can. Positivity is saying, “I’m sorry that you are having difficulty, but we will get to the bottom of this for you a.s.a.p.”
- Don’t continue a conversation before you hear an answer. If you ask a question, wait for the answer. Don’t talk over a customer. Not only is it rude, but you might miss something important. Then, the caller has to repeat himself and things take longer than they should. So remember to wait for a response.
- Don’t be distracted. The caller will know it. From the second you pick up the phone, your sole focus should be on the customer, their needs, and how it is you are going to address those needs. Be attentive. Be helpful. Treat that caller the same way you would want to be treated.
- Check your tone of voice Do you know how you sound when you answer the phone? This goes along with being positive and energetic. If you don’t think you sound happy, then it sounds 10 times worse to the customer. To practice, have a coworker call you and ask them to critique your answer style.
Above all else, keep in mind that the person on the other end of the line is a human being and they are depending on you for help. If you don’t start off the phone conversation professionally, the interaction may be doomed!