Customer Service Skills on the Phone: 5 Tips
Learning the proper customer service skills can help you a great deal when you have to conduct business over the phone. If you are in a position that requires you to speak to customers on the phone, here are a few tips you will want to keep in mind.
Although customers will not see you, they can still tell if you are smiling. When you smile, you talk in a different tone of voice, which people can detect over the phone. Therefore while this might be a small thing, it can make a big difference in your relations with the customer on the other end of the line.
2: Speak Audibly
You will want to keep in mind that you need to speak in a voice that can be heard by anyone on the other end of the phone. While you might talk more softly to those that are familiar with you, when you are talking to someone that you are unfamiliar with, it helps to speak a little louder. A slightly louder tone will help them pick up everything you say and help avoid any miscommunication.
3: Slow Down
When you talk to a customer on the phone, you should speak a little slower than you normally would. When you speak slowly and concisely, you avoid saying the wrong thing. Speaking more slowly will also ensure that the person on the other end understands everything you say. While you want to speak a little slower, you want to be careful not to speak too slow. If you talk too slow, people on the other end might think you are making fun of them or believe they are not intelligent. Therefore you have to walk a fine line with the speed of your conversation.
4: Avoid Jargon
While talking to a customer on the phone, you want to make sure that you avoid using jargon. Many people will use terms that would make sense to other people in their own company. However, these terms might not make any sense to customers on the phone. Use words that are common to everyone. If you do not, your customers might become frustrated and confused.
5: Avoid Long Hold Times
Many times you will be talking to a customer that needs to speak to someone else in your company. In order to accomplish this, you will have to transfer the caller to another extension. When you do this, make sure you do not leave the caller on hold for too long. If your co-worker is unavailable, get back on the phone and tell the customer. Offer to take a message or send the customer to your co-worker's voicemail. The customer will appreciate not being left on hold for too long.