It is true that telephone skills are essential. A warm and supportive tone with a polite voice is able to build client loyalty while abrasive and impolite phone manners will turn clients and potential clients away. Exhibiting phone etiquette to every caller will enhance the customer experience and build the business’ reputation of having great customer service standards. A huge customer base and customer loyalty leads to more profit for a company.
Regular coaching and training in phone etiquette for customer service staff will lead to better staff and happier clients. So what can the customer service agents be trained on and do to make a customer know that the person on the other end of the telephone actually cares.
An angry client is probably in his right to be angry and even if the anger seems unreasonable, a customer service attendant is expected to stay calm. This is very important in customer service and phone etiquette. The customer should be allowed to vent and say everything he or she wants to. The caller is not mad at you personally and if you listen attentively and ask meaningful questions he or she will calm down. Being a good listener is important telephone etiquette.
Smiling while talking over the telephone is easily visible’ to the caller. When an agent smiles, his tone will reflect it. Make them sit in front of a table mirror so that they can observe how they look when speaking with clients and this will be a way of reminding them to smile.
Many customer call centers record agent and customer interactions to help in training and improving their services. This really works well particularly in a high stress environment. Customer service agents must be taught that knowing how they sound over the telephone is one of the most important aspects of phone etiquette. For those agents who tend to get anxious, these recordings will help them know whether they sound scared, rude or genuinely helpful.
A warm and courteous opening always helps in lightening the conversation. The caller will feel welcome and is more likely to open up and talk about the real issue with a calm tone. Your company is in business because of the customers so don’t make them feel like they have interrupted your work.
At the end of the talk, phone etiquette demands that the caller is duly thanked for making the call. The closing is as essential as the greeting and it is advisable to say have a nice day or goodbye.
Phone etiquette in a company will build huge customer base. Displaying an excellent attitude and polite behavior with a positive tone to match will go a long way in building relationship with customers. Every time an agent picks up the telephone he or she can either keep customers or send them away. A company must encourage the highest standards of phone etiquette so that no customer goes disappointed or unanswered.