Today, we have a myriad of ways to communicate with each other. Text messages, social media DMs, email and recorded voice notes are just a few of the most popular. Lost in much of the modern-day hype over such technology is the fact that there is nothing quite like the good old telephone to get your point across. For customer service agents, it’s important to be mindful of some of the business-boosting techniques that can only be provided over the phone.
Express empathy.
The phone allows you to create a genuine and personalized connection with customers that other communication sources lack. When customers call, they want to feel heard and understood. A friendly and empathetic tone can go a long way in building trust and loyalty.
Tone counts for a lot. It can be misunderstood in a written message. However, when on the phone, it’s vital that your tone of voice communicates your understanding and sympathy. This is especially important when a customer or client has expressed displeasure, dissatisfaction or distress.
Offer real-time problem solving.
Phone calls are live. That means that there is no waiting around for a response. Unlike email or social media, phone conversations offer customer service agents the ability to provide real-time solutions. Customers appreciate immediate responses, especially when they encounter urgent issues or have pressing questions. By addressing problems promptly, small businesses can foster a sense of reliability, showing that they prioritize customer satisfaction.
Sometimes, misunderstandings or conflicts can arise during customer interactions. Over the phone, businesses can use their words to quickly de-escalate situations and find amicable solutions. Skilled representatives can navigate challenging conversations, turning unhappy customers into satisfied ones. This real-time personalized approach can salvage relationships that might be difficult to repair through written communication.
Convey important information clearly.
Over the phone, businesses can convey information more clearly than written mediums. This helps to avoid misinterpretations. As well, customer service representatives can analyze the tone and emotions of customers, adapting their responses accordingly. Understanding customers’ emotions allows businesses to be more sensitive and responsive to their needs.
Conveying information clearly is vital when try to upsell or cross-sell products and services. Customer service representatives can identify their customers’ needs and preferences during their conversations and recommend relevant offerings. This personal touch can lead to increased sales and customer satisfaction.
Showcase your brand’s personality.
The phone allows small businesses to showcase their brands’ personalities and values. Engaging and personable conversations with customers can leave a lasting impression of a business that genuinely cares about its clientele. This positive association can lead to word-of-mouth referrals and repeat business.
Consider the impact of a whimsical joke or a funny anecdote. A phone call enables a phone agent to demonstrate his/her humanness. This goes a long way in developing and growing customer relationships.
Use MELO’s phones for FREE!
For as long as you are a MELO customer, you won’t have to worry about paying a penny for your telephone hardware. Most telecom providers tend to hide the costs of their phone equipment. However, when you sign up for our VoIP-based Commercial Phone Services, you are entitled to our FREE Polycom Phone Program. To learn more, please don’t hesitate to call us at 1-888-MELOTEL or fill out the form on our Contact page.
