At Messages On Hold we conduct 95% of our business over the phone, so weâre acutely aware of how important our phone manner is. We know that nothing drops the buying temperature of a lead like a poorly handled phone call. To ensure every person in our company is not just competent on the phone but confident too, we go through rigorous training.
So you can start 2014 by offering your customers unwaveringly brilliant service over the phone, weâve compiled our five most powerful phone techniques.
1) Smile!
Sounds simple, right? If you smile while youâre on the phone, your voice will sound relaxed, friendly and upbeat. Keep in mind that 38% of communication is tone of voice. Over the phone, itâs north of 50%.
2) Eliminate the hanging orâŠ
âDo you want to hold orâŠâ This sounds unprofessional and indecisive. If you canât provide a second option, drop the âorâ altogether.
3) Never say âItâs not my departmentâ
Believe it or not, customers donât care about how your company is structured. All they care about is who theyâre speaking with â you â the representative of the entire company. Instead, try saying âIâll help you with thisâ then do the leg work to resolve the issue.
4) Stop placing your hand over the receiver
Your hand is not sound proof. It merely muffles the office sounds as you shuffle papers about your desk, frantically type on a keyboard or worse yet, call out across the office for a colleague. Remedy this by purchasing a soft touch keyboard or using your phone systemâs hold button.
5) Have a pen handy
Almost every phone conversation will result in you having to record details of some sort. Telling the caller that you just have to get a pen & pad impresses nobody. Be ready.
Thatâs it! Implement these rules across your office and notice the difference it makes to how customers respond to you. To find more helpful tips that you can implement right now to sound like a Fortune 500 company, visit Messages On Hold.
If youâd like to share a useful tip, leave a comment on our Facebook page today!
– Lachy