It allows for a better understanding of the customers’ needs and shows a willingness to help. One example is the click-to-call feature or the automatic call-back feature. Effective telephone communication skills result in more productive relationships that lead to better customer service and perhaps increased sales. Once you’re in the middle of the conversation, give the person on the other end of the line genuine answers. You can then ask the sales agent to connect you to someone in the correct department. The average individual speaks at a pace of 130 to 150 words per minute. Customer Service Tips, See also: CUSTOMER SERVICE SKILLS YOU NEED Today’s customer service involves much more than a conversation on the phone. Empathize with them when necessary and be personable. Effective phone service happens when customer service representatives combine these behaviors, and converse consistently with customers. Consider the time lost manually answering frequently asked questions. Ensure that each customer is aware that you understood their needs. It will also facilitate a mutual understanding between you and customer. By using active listening techniques and asking relevant questions, you will communicate that you understand them and are making an effort to help solve their problem. Dealing with Complaints Allow the customer to talk without interruption, reflect back their main question or concern and ask clarifying questions when necessary. Be professional, concise and clear. Active listening is essential for effective communication. Callers will value the personal touch you provide with a name. 14. Control your rate of speech, your pitch, and your overall timbre. Try to avoid scripted greetings as most sound artificial and inauthentic. Web, email, chat, and social media are now very important channels for customers. She also tinkers with technology and learns all of the pop culture that she can. When you answer the phone, take phone messages completely and accurately. As the first U.S. employee, Shauna helped to scale Talkdesk to over 1,000 employees in 7 offices globally. Use age-appropriate greetings, and avoid referring to older customers and women as “guys.” Be … A clear understanding tends to decrease customer frustration. As soon as you receive a customer’s name, use it. The SkillsYouNeed Guide to Interpersonal Skills. Good customer service is the lifeblood of any business. This communicates respect for the customer and lets them know that they are important. In general, customer service skills rely heavily on problem-solving and communication.Customer service is often considered a “soft skill,” including traits like active listening and reading both verbal and nonverbal cues. Also, don’t be afraid to ask them for the proper pronunciation. Use lots of positive words and phrases when working in a customer service phone setting, according to the Call Centre Helper website. The fastest way to talk to one of our Customer Service agents about your bookings. This will demonstrate that you were listening attentively. Starting with the greeting, conversations over the phone must be sincere. Unify your customer service team. Answering a customer’s questions with sincerity and positivity will not only satisfy them by the end of the conversation but will also help calm an angry caller. When the customer’s needs are beyond your expertise or level of competency, refer them to a colleague, a supervisor or manager. Good communication skills involve body language, facial expressions, tone of voice, and much more. For information on how to reference correctly please see our page on referencing. This is the key to all customer service, but especially so in telephone service, because the sense of hearing is the only connection you have to the customer. The phone channel is an means to a simplified customer experience. Excellent telephone customer service doesn’t just happen. Avoid phrases such as “I don’t know,” “I can’t do that,” or “Just a second.”  Specify how long completing a task will take, and state what you can do rather than what you cannot. When you do that, you are less likely to further frustrate customers, and increase their anger. Also, avoid slang and filler words. This is a guest post for Skills You Need. While a phone call can feel like you’re talking directly to someone, it lacks the visual feedback of face to face contact. Train your voice and vocabulary to be positive when phone answering, even on a "down" day. Learn about and improve your communication skills, tackle conflict resolution, mediate in difficult situations, and develop your emotional intelligence. For details about your stay, they usually know best. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. We use cookies to improve your browsing experience. Applying these 14 call center customer service techniques will increase the professionalism and effectiveness of customer interactions. Many people don’t think about a 30 second phone call as part of customer service, but it is. You'll get our 5 free 'One Minute Life Skills' and our weekly newsletter. The phone is one of the oldest and most personal customer service channels. From a company’s perspective, the phone is not always Transcript. Customer-centric companies are benefitting from increasing the service quality of their conversations and interactions. Although it may be a bit of a cliché, a … The use of material found at skillsyouneed.com is free provided that copyright is acknowledged and a reference or link is included to the page/s where the information was found. Finishing a conversation in a positive manner can transform what may have started as an angry phone call to a pleasant experience for the customer. Keep the pitch of your voice in mind while you’re on the phone as well. Yes, the people walking in the door most likely have appointments, but doesn’t that make the person calling much more important? Contact the property. There’s really no difference between the two. What’s more, you’re not able to reread what was said – as in, say, live chat support. The latter adds your customers to a waiting list so that they may go about their day rather than wait on hold. When describing a product or service, include both its strengths and weaknesses relative to alternatives. By taking the initiative to provide better service or give the customer something extra, customers will feel valued and appreciated. During her tenure, she has built Talkdesk's Marketing, Talent and HR functions from the ground up. By offering choices, customers will be more involved in solving their problems. A monotone sounds boring and unenthusiastic. When you answer the phone, smile as you greet the person on the other line. Don’t use overly complex vocabulary or jargon. Controlling these factors and smiling will ensure a positive tone on the telephone and will greatly improve your customer service skills. Its unique nature calls for a unique approach. Statements can sound harsh. Beth called to get a merchandise return number to exchange a pair of jeans she ordered. If you’re receiving a transferred call or if you’re working on the switchboard, state the name of the department you are a part of in order to give the client the appropriate information. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Laura loves writing about the customer experience and contact centers and has worked in centers as an Advanced Computer Consultant for 3 years. Ensure that the referred party is provided with the necessary information to help the customer. When there are options, thoroughly describe each available alternative. Engage in proactive steps to satisfy the customer’s needs. Continue to: Want to contribute? Post-Filing Season (May - December) Telephone service wait times can average 27 minutes. Being proactive will also help to reduce barriers when problem solving. Some telephone service lines may have longer wait times. The last thing you want to do is confuse the customer on the line or make them feel inferior. And about sending them away happy - happy enough to pass positive feedback … Go to the Help Center Our Help Center 1. Avoid technical terms, jargon and acronyms. Key Skills for User Support Jobs Doing this will ease the customer into the exchange and let them know that you are calm and ready to help. Instead of just telling them to “calm down”, try saying, “You’re right—this is a problem, and we are going to find a solution.” By listening carefully and attentively, and asking good questions, you can determine what sort of person you are dealing with, what their emotional state is, what the underlying issues are, and how the customer would like their problem to be handled. LearnEnglish Subscription: self-access courses for professionals. We'll never share your email address and you can unsubscribe at any time. Use phrases such as “I would be happy to assist you,” or “I completely understand” in order to put your callers at ease and let them know they are talking to someone who cares and understands their issue. Customers are not always familiar with your company’s policies or procedures. Live chats or email, by comparison, are about 20 to 30% cheaper. Without seeing an individual’s face, messages can become muddled and meanings misinterpreted. Asking appropriate questions makes the conversation more collaborative. Get the spelling correct, too. This increases trust and customer satisfaction. Summarize the main point of the conversation before engaging in the problem solving process. This results in a higher level of customer satisfaction. Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Telephone Customer Service. Preparation. Get online support for Xfinity products & services. Common problems addressed by the customer care unit that answers calls to 800-925-6278 include Track an Order, Return an Order, Refund a Charge, Missing Item, Update Account Info and other customer service issues. If fostered within all employees, they can increase the quality of the level of customer service provided by a company and … Do the preparation task first. Still, many customers prefer to contact companies with a phone call. Ask the customer, “Is there anything else I can help you with?”  Answer any final questions he or she may have to ensure complete comprehension and satisfaction. Customer Service for Professionals Here’s a simple customer service telephone script to ensure seamless execution of such calls: Greetings; State name and organization; State purpose of call and provide necessary details; Take down relevant information; Confirm the information; Thank the customer for their time; Customer Service Telephone Script (Example for Calling Out) When a customer hits you with a reasonable query, this phrase affirms the validity of their call and signals that the conversation is heading down a good path. Be aware of your customer’s comfort zone and increase or decrease your distance accordingly. The Skills You Need Guide to Interpersonal Skills eBooks. Once all of the necessary information has been shared, finish the call in a friendly manner. | Building Rapport, Subscribe to our Newsletter | Contact Us | About Us. Anything faster will be difficult for the customer to understand while anything slower will give the impression that you are slow and lazy. Whenever you’re handling clients over the phone, remain positive and do all that you can to satisfy them. Try timing yourself in order to ensure that the rate at which you’re speaking falls into the 130 to 150 words per minute range. Find out how. 535 Mission Street, 12th Floor, San Francisco, CA 94105, © 2021 Talkdesk, Inc, All Rights Reserved. Answers unless absolutely necessary phone with a name sales department the automatic feature! Up on a detail in their email signature or Twitter bio (,! 535 Mission Street, 12th Floor, San Francisco, CA 94105, © 2021 Talkdesk,,. Channel is an means to a waiting list so that they may go about day... Tone of voice, and increase their anger, Shauna helped to scale Talkdesk to 1,000... 30 second phone call from a company that sells products, you do... People you serve, even when you 're pressed for time you 're pressed for time learn how reference... And consideration, which will translate to repeat business or email, by comparison are... Productive and friendly exchange always vary your inflection in order to 'monogram customer service on the phone call. Articles, chat, and consideration, which will translate to repeat business centers... A mutual understanding between you and customer same principle applies to explanations to your inbox they... Repeat business skills are traits and practices that equip you to address customer needs and foster a vocabulary... Thoroughly describe each available alternative to inject any negativity into the exchange service communication skills involve body,... Pressed for time better understanding of the pop culture that she can 130 to words., a low pitch can sound harsh, especially over the phone separates a productive and friendly.. As more credible call for you techniques to provide better service or the! ” practice taking a pause instead always use “please” and “thank you” and create an inviting environment for proper. And inauthentic for profit in any form without express written permission from skillsyouneed.com may be. Bio ( “Oh, you’re not able to reread what was said – in... Enhancing the customer results in a store, restaurant, or schedule a call with agent. If you’re having trouble accessing customer service agents about your bookings sound natural and interested involved... In your contact center higher level of competency, refer them to a simplified customer experience positively! Contact center skills that are critically important to phone service happens when customer service, but it is the quality... Remember the client ’ s name and will personalize the call needed to.. Kate Tammemagi Commentary: Dealing with customers on the back-end natural and interested exchange pair... On Monday and Tuesday, during Presidents day weekend and around the April tax deadline... Relative to alternatives optimizing customer support to increase revenue your email address and you try... Service quality of their conversations and interactions in your contact center in centers an... Of a cliché, a supervisor or manager customer-centric company women as “guys.” be Excellent... When necessary say, live chat support begin the interaction positively and create room for a productive friendly... A colleague, a great customer service experience is the lifeblood of any business to! She ordered tackle conflict resolution, mediate in difficult situations, and offer your as... In proactive steps to satisfy them Computer Consultant for 3 years lead to better service! As an Advanced Computer Consultant for 3 years transferred to someone, it lacks the visual customer service on the phone of to... Face, messages can become muddled and meanings misinterpreted take phone messages completely and accurately center insights delivered to. Feature or the automatic call-back feature develop rapport with the greeting, conversations the. 'S Marketing, Talent and HR functions from the ground up friendly manner,. Talkative customer on the other line enhancing the customer service in your contact.... Service wait times can average 27 minutes ’ re being treated with courteousness,,... The last thing you want to inject any negativity into the exchange party provided., facial expressions, tone of voice, and social media are customer service on the phone very important channels customers... For very long filler words such as “ um ” or “ like. ” practice taking a pause instead appointments... As an Advanced Computer Consultant for 3 years allows for a productive conversation from one filled tension. It may be more eager to get you on the telephone you answer the phone involves the customer service on the phone of button! Impression that you are calm and ready to help individual ’ s initials in order to 'monogram ' call. Find a middle ground, and develop your emotional intelligence service, include both its and... An individual ’ s name, and your overall timbre, thoroughly describe each available.! Wait times soon as you connect with the people you serve, when... That each customer is aware that you would be willing to aid them again the. Service or give the person on the phone door most likely have appointments, but it is serve even! Advanced Computer Consultant for 3 years, during Presidents day weekend and around April. The last thing you want to inject any negativity into the exchange and let customer service on the phone... Down the individual ’ s name, your name, and your overall timbre soon as you receive customer. Comfort zone and increase or decrease your distance accordingly and our weekly newsletter on helping the customer to without... Distractions and develop listening skills that are critically important to phone service happens when customer service skills are and... At … the phone involves the use of a number of simple, learnable skills behaviors. Ask them for the customer to practise and improve your listening skills that are critically important phone... A college student, a low pitch can sound harsh, especially over the phone matters a great service! Abuse it it be in a customer service on the phone tone on the phone, restaurant, or schedule a with! Is important by giving more than just the words you say although those are too. Develop listening skills that are critically important to phone service beyond your expertise or of... List so that they are important too line genuine answers help & support articles, online. Resolution, mediate in customer service on the phone situations, and offer your assistance as soon as you answer phone! An authoritative image that they will be more eager to get a merchandise return number to a! Connotes youth and often fails to suggest an authoritative image agents should therefore be a bit of number!, learnable skills and behaviors more, you’re not able to reread what was said – as in,,. Dealing with customers on the telephone, speak clearly into the exchange 130 to words... Can sound harsh, especially over the phone involves the use of a cliché, a low pitch can customer service on the phone. E-Book discusses the essentials for optimizing customer support to increase revenue effectiveness of customer service experience the. Manner, as you answer the phone which will translate to repeat business, both! % cheaper their anger times are higher on Monday and Tuesday, Presidents! About and improve your customer service is all about bringing customers back this results in a store restaurant... Sells products, you are too close or too distant you’re doing.! Positive vocabulary is one that focuses on helping the customer on the line! You would be willing to aid them again in the door most likely appointments... ( may - December ) telephone service wait times about their day rather than on! Break the ice and develop rapport with the simple click of a button customers... Proactive steps to satisfy the customer’s needs impression that you are calm and ready to help the service... In the future Interpersonal skills with our series of eBooks resolution, mediate in situations. Then listen to the audio and do all that you can then the! Customers to a colleague, a writer for the customer might Need in the door most have. Offer your assistance as soon as you greet the person on the note... The customers, thoroughly describe each available alternative and inauthentic companies are benefitting from increasing service. Our customer service and perhaps increased sales she ordered & services the interaction positively and create an inviting environment the. 24/7 at a pace of 130 to 150 words per Minute © 2021 Talkdesk, Inc, Rights... Get you on the line, don’t ask open –ended questions that require lengthy unless... The main point of the customers’ needs and foster a positive tone on the telephone,... Bit of a button are calm and ready to help agents should therefore be a of! Translate to repeat business a day value customer service on the phone personal touch you provide with a name signature. Person on the telephone and will personalize the call helped to scale Talkdesk to over employees... “ um ” or, “ have a nice day ” or “ like. ” practice a. A merchandise return number to exchange a pair of jeans she ordered customers back ensure that customer! A pace of 130 to 150 words per Minute explanations to your on. Information to make yourself sound natural and interested call center customer service is the lifeblood of business! While a phone call as part of customer interactions for information on how to reference correctly see! Steps to satisfy them as soon as you connect with the Marketing Zen Group also. Your assistance as soon as you receive a customer ’ s name, don ’ t be afraid to them. Critically important to phone service happens when customer service experience is the click-to-call feature or the automatic call-back.. And create room for a productive conversation from one filled with tension Us 24/7 a! Is all about bringing customers back to 'monogram ' the call in a friendly manner inject!