Great Customer Service!
by JK
(Leicester, UK)
Hiya,
I have worked in customer services for a number of years now, and I do feel that I have an excellent telephone manner, and I think that I'm good at my job.
I love talking to people all day everyday, as no call is ever the same - and people who work in call centres who say it is the same thing over and over again, I think that the way that these feelings can be overcome is by changing your attitude on the phone.
Have a little laugh and a giggle with a customer, if they want to that is. You can judge whether the customer is 'up for a laugh' with you by the tone of their voice.....
A smile on the phone can go a long way as can confidence in what you are doing.... even if you don't know what you are doing, having faith in what you are saying to a customer is always going to make a customer feel better about the call they have made - Lets face it, I work in customer services, and I HATE ringing people up who are just dead set on doing their job and not going that extra mile for the person that they are speaking to! - if you smile, a customer can hear it in your voice so make them smile too?
Sorry to be a waffler, but I just wanted to know what you think about what I have said?
Love,
jk xx
Answer
Date: November 7, 2007
Hi JK,
I can tell you were smiling while typing this 'question'.
You are absolutely right that your persona can be heard over the phone. It's one of the phone skills I mentioned in my article The Importance of Telephone Skills, and I quote:
"Smiles and gestures can easily be heard over the phone, so keeping that smile on your face helps to create a positive engagement with customer every time you talk to them."
So what can I say. You're right, 100%!
Here's back to you JK! :-D
At your service,
Erwin.
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