25 Feb

4 Great Over-The-Phone Customer Service Tips

Posted in customer satisfaction, Customer Service, Synergy Suggestions on 25.02.16 by John Meloche

Woman wearing headset in office; could be receptionistIn yesterday’s blog, we discussed the topic of over-the-phone customer service. Naturally, it’s a lot different that providing customer service in person. Without the ability to showcase a smile, your interactions with your customers require the implementation of other techniques that will present your brand in the best light possible. Do you do a lot of business over the phone? If so, the following four over-the-phone customer service tips will greatly help with your interactions.

1. Keep background noise to a minimum. It’s easy for a person to get distracted when he/she has to compete with background noise while attempting to hear what you’re saying. It’s not only annoying, but it’s unprofessional. For the most part, customers understand that there is a lot going on in your office. But the noise should not be at a level that makes it difficult to have a conversation.

“Too much background noise can really make things chaotic for your customers,” says Answer365.ca, “A clean, clear sound on your end creates the impression of a clean, focused company – exactly what any business needs and wants to convey to their customers.” This is where cubicles for the members of your phone staff can come in handy. They help to block out the conversations being had in their surrounding areas.

2. Take legitimate interests in your callers. Just because you’re speaking to a customer over the phone, it doesn’t mean that you shouldn’t take measures to get to know him/her personally. Sometimes, touching upon small details can impress a person enough to thoroughly enjoy the business interaction and want to have more in the future. Small gestures can actually have big impacts. On AabacoSmallBusiness.com, Katie Wilson agrees that taking steps to make personal connections can go a long way.

“One of the best ways to set your business apart is to cultivate personal relationships with your clients,” she informs, “Others can create similar products and services, but they can’t imitate your customer service. Even if it’s simply said in passing, always acknowledge when callers share personal info.” She offers the example of a caller informing you of taking an out-of-town trip. Don’t just wish them a good vacation, she suggests, but ask where they are going!

3. Don’t eat and drink while talking. Do you really believe that your caller can’t hear that sip, slurp, crunch or chew? Keep in mind that sound is often amplified over the phone. What you think is a quiet, insignificant noise can actually be a loud nuisance to the person you’re speaking to. Play it safe and avoid eating and drinking when you’re on a call. Answer365.ca strongly advises this too.

“Unfortunately, your customers can absolutely hear it if you are drinking, eating, chewing gum or doing anything else other than clearly listening to their reason for calling,” the website informs, “Make a rule – and enforce it well: no chewing gum, eating or drinking during customer calls.” As part of your rule, insist that the people on your phone staff eat their lunches away from their desks. It will help them get the breaks they need, but also help to avoid any munching while working.

4. Be considerate of your caller’s mood. “What kind of business are you in?” asks Answer365.ca, “As industry professionals, we know that the reasons why a customer might be calling your business vary drastically. If you’re a plumber, for example, you may have customers calling you in serious distress. It’s important to keep in mind your caller’s mood – and be as excited, reassuring, sympathetic or empathetic as necessary.”

Be sure to check back for tomorrow’s blog as we conclude our look at ways to be an over-the-phone customer service master! And as always, the team at Synergy Marketing would love to speak with you on the phone about our amazing promotional products and how they can help to grow your company. Call them at 1-877-748-9884 between 9am and 5pm EST. You can also email us at info@gosynergygo.com and sign up for our Insider E-Flyer Program HERE!

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