Keeping Basic Phone Skills Sharp
There is a lot that customer service reps can do to ensure that conversations with customers go smoothly — and serve to build relationships rather than create problems.
(Boonton, NJ, May 14, 2015) While service channels like social media and mobile are growing, the most important skills that a typical customer service rep can have are still basic telephone skills. The phone remains the most common customer service channel and the channel of choice for those more difficult, complex, or sensitive customer service issues.
So its still important for customer service reps to keep their basic phone skills sharp, both to ensure that customer needs are met, and also to put the best possible face forward for your company.
There are dozens and dozens of important techniques and guidelines to keep in mind, but in the May issue of The Customer Communicator, Nancy Friedman of Telephone Doctor discusses the top 10 phone skills every frontline rep must master.
Skill number one is: Watch your tone of voice.
In the newsletter, Friedman reminds customer service reps that, on the phone, they are literally the voice of their organization, so you dont want your tone of voice to sound like you are bored, disinterested, or just tired, she says.
You dont want customers to get the impression that they are just an annoyance to you. However long you have been on the phones, Do your best to put some enthusiasm in your voice and to sound as if you believe that every customer is important, she says.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.