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Costumer service lines are one of the most important ways of connecting with your clients. Surveys show that most people switch merchants due to a perceived indifference on the part of telephone representatives. Here are 4 telephone etiquette training tips to help you keep your costumers happy.
Give your call a strong start
First impressions are essential to a positive and constructive phone conversation. If a phone call begins awkwardly, the rest of the conversation follows in the same way. Start out by greeting the caller and telling them who you are. Ask how their day is going before you begin asking them how you may help them.
Be Compassionate
The key to telephone etiquette is to show compassion for each caller's individual situation. Most people who call a costumer service line are not interested complimenting, but in fact have a problem, a question or a complaint. Keep costumer's happy and impressed by having telephone representatives apologize to callers for whatever unfortunate situation they may find themselves in relation to your product. It is important to be as understanding and helpful as possible. No question or concern is too small for your telephone representatives to deal with.
Humanize your callers
Focus on individualizing each caller. Answering telephones all day can become monotonous. Instead of answering call # 24 of the day focus on helping Mr. or Ms. Smith with any questions they may have on their account. By naming the client you automatically pay them more attention. Remind yourself that telephone representatives are the caller's connection to answers and help to make the caller’s life much easier.
Speak positive, slow and clear
Focus on taking each individual phone call and giving the callers your undivided attention. If you hurry through calls costumers will feel rushed and as if you don't have time for them. Speak clear so that the caller can understand you. Make sure to use a positive and upbeat tone of voice which communicates engagement. Monotone voices communicate dismissive attitudes and give the caller the impression that you do not care about their call or their problem.
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