Before becoming members of the Melo Technology team, many of us previously worked in jobs that involved over-the-phone customer service. That’s what makes us so proficient in customer care. We know the difficulties that can be experienced when having discussions with people you’ve never met and can’t see in person. Our experiences have made us aware of some of the very important must-do’s for every customer service phone agent.
Here are five:
1. Smile through the phone.
Did you know that a smile can be “heard”? We encourage you to try a little test. Record your voice reading a script without smiling. Then put a big smile on your face and read that script again during the recording. Do you know notice a difference in tone between the two takes? When you smile while speaking, you can’t help but sound friendlier and more approachable. This simple act can help you create very positive impressions.
2. Practice active listening.
You may be an expert in your field but that doesn’t mean you’re an expert in knowing the specific needs of each of your callers. Be sure to ask probing questions and listen intently to the answers. That way, you’ll be able to tackle the unique and specific requests of each individual caller. It’s wise to use such verbal cues as “I understand” and “I see” to indicate that you’re paying attention to what you’re being told. Be sure to avoid interrupting your customers so they may express their concerns fully before you respond.
3. Use positive language.
Try to avoid using phrases that communicate what you’re “unable” to do. Ditch “I’m sorry but that’s against our policy” in favour of “While I understand that’s important to you, what can I do is provide an alternative solution”. Remember that a “Let me see what I can do for you” beats an “I can’t do that” any day. Using positive language can help to diffuse tense situations and leave customers with more positive impressions of each interaction.
4. Show empathy.
You’re bound to encounter conversations where troubling circumstances are communicated. Your ability to simply be human will go a long way in proving your brand is second to none. Be sure to listen closely to the unfortunate situations that are being explained. Express your sincere empathy and work with your callers to provide solutions that best fit the ordeals. “I’m truly sorry to hear that. I can understand how difficult this must be for you” is a surefire way to endear yourself to your company’s customers.
5. Stay calm under pressure.
You’re also bound to speak to irate customers every now and again. If your caller is expressing extreme anger, it’s important to not lose your cool too. In fact, angry customers provide great opportunities for you to show how your company can go over and above. Although challenging, remaining calm and composed can help you to resolve issues even in the most difficult of scenarios. Taking a respectful and professional approach can go a long way in securing long-term loyalty from otherwise disgruntled consumers.
Melo Technology specializes in providing unbeatable customer service over the phone!
From our cloud-hosted Commercial Phone Services to our customer service, we’re confident our team is second to none! Of course, we’re also proud to be a one-stop shop for any and all business needs. To learn more, please don’t hesitate to call us at 1-888-MELOTEL or fill out the form on our Contact page!
