Talking to customers on the phone

[Belial]

While my job is technical in nature, I do have to talk to customers on the phone a lot. But I'm not so good at it. I need pointers - anything - on how to talk to people so that they feel confident in my ability to do what they need me to do, or to pacify them or generally just maintaining a positive attitude to me personally and my employers' business in general.

Anything greatly appreciated :hug:

[wyndhy]

introduce yourself, of course, speak clearly and in terms the cusomer will understand, be polite, avoid saying um and ya know too much, use their names occasionally (not alot, then it just sounds condescending), don't ever interrupt and always follow through on what you say or promise.

[Lilith]

Don't talk techie but never underestimate the person on the other end. I can't stand it when they think I am a dumb girl.

[Cassiopeia]

kind of going with Lilith said...

Sometimes its hard being an expert on subject to deal with the fact that most people are practically clueless about it. Try to be patient and avoid being condescending. I think having an annoyed, condescending technician on the phone might either intimidate the customer more or put them on the defense.

[osuche]

Be positive, use thier names, and say please and thank you. Basic manners are even more important on the phone.

And good luck!

[Teddy Bear]

All good advice so far.....

Don't talk 'down' to them like they're stupid,
But don't use those huge technical words either,
Try to find a middle ground.

Be polite.
No 'ummm's', or 'you knows'.
Be confident in your ability.
Don't BS, if you don't know something,
say 'I don't know but I'll be happy to find out for you.

If you're having a bad day don't gripe and groan on the phone.
Always speak positively about your job and the company in general.

Be genuine.
Smile! It will come through in your voice.

:)

[FallenAngel5]

The only advice that I can offer is allow them to explain completely what their problem is before attempting to help them. Also, avoid becoming frustrated with people who either can't or won't follow what you're saying. However, the best thing that I have found is to actually smile when answering the phone and while attempting to help people, because, believe it or not, people can hear when you're smiling. :) Though I just looked up and realized that Teddy said the same thing. Hehe... great minds think alike.

[lonelyarmywife]

use an 80-20 ratio; 80% talk and 20% listening. It's hard to go wrong when you aren't saying anything.

[Lilith]

I always heard it the opposite was 20% talk 80% listening

[mayhem1978]

hey there PM me on yahoo or here and ill tell you all you need to know i used to be in a high level customer service role

[lazaruslong]

I was a 1411 operator for 11 years. Ive heard it all.

[Sharni]

Try to be patient and avoid being condescending. I think having an annoyed, condescending technician on the phone might either intimidate the customer more or put them on the defense.
Well i must say there is nothing worse than the above!

ITs downright rude and...well you know me...i tell em so too

[lonelyarmywife]

I always heard it the opposite was 20% talk 80% listening


Doh!! that's what i meant!!! duh!

[musicman]

always start by being polite - I talk to a lot of people every day and you'd be suprised by the number of people who are actually taken aback when I call them and before anything, I actually say hello and ask how they are today....

sometimes, just a little caring can go a long way - it puts people at ease which in turn makes it easier to carry on the conversation....

[osuche]

always start by being polite - I talk to a lot of people every day and you'd be suprised by the number of people who are actually taken aback when I call them and before anything, I actually say hello and ask how they are today....

sometimes, just a little caring can go a long way - it puts people at ease which in turn makes it easier to carry on the conversation....



They let YOU talk to people?!? :yikes:




























































































:p

[Belial]

Thanks guys, your advice seems to have helped, I'm not having as much trouble these past few days. Plus I get to play irritated customer for a change, with our upstream provider :) Only kidding, I'm nice to them too :)

[wyndhy]

that's great! :x:

[Aqua]

I'd just like to add... it sounds more professional to say 'You're welcome' when someone says 'Thank you', rather than uh-huh, yup, yeah, no problem, or you bet.

[wyndhy]

saying "it was my pleasure" is even better

[Irish]

I was a 1411 operator for 11 years. Ive heard it all.
My youngest daughter was a 911 Operator,you wouldn't believe,the things,
that people call for!My father used to tell me-Even if you have to swallow,
your pride,always be polite to policemen,Judges,customers,etc.No matter,
how pissed off,you get,it pays off,in the long run! Irish :hair:

[osuche]

Try to sound like darth vader on the phone. That always impresses the vendors. :D

[Belial]

Aqua and wyndhy, generally I "sign off" with "No worries" or something like that. I try not to keep things too formal - we are a local company after all, and a lot of customers open with "G'day mate, I'm having a problem with..." One thing I have noticed is that when I talk to the security team of our upstream provider (a mega multinational telco-zilla) is that they are extremely formal, to the point where it actually makes me uncomfortable :spin: I'm not sure whether that's an international cultural thing (they're American) or a mega-corporate cultural thing.

I keep working on it all the time, though :)

[lazaruslong]

My youngest daughter was a 911 Operator,you wouldn't believe,the things,
that people call for!My father used to tell me-Even if you have to swallow,
your pride,always be polite to policemen,Judges,customers,etc.No matter,
how pissed off,you get,it pays off,in the long run! Irish :hair:


Oh yeah, id believe it. Heres a sample.

Operator(me):Directory Assistance, may I help you?

Customer: (rushed/agitated) Operator, I need the number for 911 and I need it NOW!

O:(speaking slowly and formaly) Yes mam, the number for 911 is 9-1-1.

C:(calmer)Hmm.. I guess that was a stupid question, right?

O:(friendly and smiling) Well mam, as the phone company always stresses, the customer is always right.

sigh

<I've got a million of em>

[wyndhy]

go with the cues they give you. if they are informal, follow siut and if not then don't. i am pretty informal on the phone with cutomer reps but i also worked for some time in (and enjoyed and if i may say so was good at :D) service jobs, the in person ones and over the phone. there is nothing wrong with being informal at all.

i know EXACTLY what you're saying about those big corps and it all comes down to training. they are told to use certain expressions and answer the phone a certain way. they are like waiters in those theme restaurants***hello. my name is blank. i will be your server today. our specials today are...*** i guess what i'm tryin to explain is that you don't have to sound formal when you use certain expressions. if you soud like yu mean it/enjoy your job, then no matter what you say will sound polite and reassuring to the person you are speaking to.

[txgrneyes]

I too work in a complaint department...if something is going wrong they call me. Might not be technical and all but just the same. My general rule is answer the phone in a polite manner...

"insert company name", This is Natalie, how may I help you?

Then let them talk.


Just listen to there problem. At that moment something that seems huge might just be simple as a push of the button.

or I'll send the guys right over.

Natalie