Tips for Talking With Customers on the Phone
Customer service is one of the most important aspects of any business. Phone skills are an important aspect of customer service seeing as this is where many conversations take place. Learning to how to successfully talk with and interact with customers over the phone benefits both the company and the client.
Answering the Phone
First impressions are important, having a real person answer the phone will make the customer happier than talking to an automated system. Have a greeting prepared that states the name of the company as well as the name of the person who answers the call. When the phone rings, be ready. If you are distracted, the person calling will know they don’t have your full attention.
During the Phone Call
Be sure to always be pleasant, smile even if the person can’t see you. It’s imperative to always be polite and stay calm; this is especially true if the person you are talking to is upset. If the customer is complaining, don’t argue with them; make them feel like their issue is important to you as well. Speak slowly, it’s hard to understand a fast talker in everyday life, it’s even more difficult over the phone. If for some reason you need to transfer the customer to someone else, make it clear who you are transferring them to. It’s vital that you ask the customer for their contact information before any transfer takes place in case they disconnected.
Ending the Call
When you are ending the call, be sure to thank the customer for their time as well as adding in a pleasantry such as have a good night. Before hanging up, ask the customer if their questions were answered and if they have any other concerns. Ending the call on a positive note will allow the customer to feel satisfied and have more confidence in the company to find solutions to their problems.
Talking to customers over the phone is essential to great customer service. Start the call off right with a pleasant greeting and make sure all problems are resolved when it ends. Following these simple tips will improve the happiness and satisfaction of the customers and reflect well on the company.