You know you have the products, services, infrastructure and solutions that your customers are looking for, but that’s not enough! You shouldn’t be content that customers are simply happy with you. You want them to be absolutely delighted with you.
Is answering the phone part of providing customer service?
YES!
It’s about creating ‘Service Excellence’.
Our view of excellence is multi-faceted. One facet of excellence, perhaps the most important aspect is communication and the universal tool for communication is the telephone. In today’s work world the phone dominates as a tool for selling, buying, researching, providing services and making lasting impressions. It can also be a source of great frustration, puzzlement and agitation.
The difference between a positive and negative experience with a phone call is you. The human factor in all communications makes the difference. Customers need to feel taken care of, well informed and motivated. When you answer the phone, it’s that 'human moment' when customers can actually experience what it would be like working with you and your people.
How does this apply to answering the phone?
1. Clear your mind
Be present with your caller.
Being present requires focus. Your centre of interest should be on the caller and their conversation. Allowing distractions can result in important information being overlooked or worse, the caller identifies you as a poor provider of customer service and tells others.
Hints:
- Turn away from your computer and desk when you answer the phone
- Put down your reading material.
- Focus your attention on the caller
- Take the gum out of your mouth
- No drinking or eating during the conversation
2. Prepare your voice
Did you know, when you smile while you are talking it comes across in your voice? Let your personality shine through on the phone.
Hints:
- Take a deep breath before you pick up the phone
- Smile before you speak
- Assume your speaking voice, controlling speed, tone and volume
- Speak clearly
3. Be prepared before you respond
Be prepared to answer the phone. It’s not an interruption, it’s your job. Have pencil and paper ready; prepare mentally to be present with the caller. Write down the caller’s name immediately. If the caller doesn’t identify him or herself – ask for a name… “May I say whose calling?” “Could I have your name please?” “With whom am I speaking?” All are polite, appropriate ways to get the caller’s name. Use their name frequently throughout the conversation. Use all of your listening skills, focus your attention on the caller, speak calmly and choose your words. Be careful to avoid jargon or acronyms not universally familiar.
Hints:
- Listen not only to what the speaker is saying but to their unspoken thoughts as well. What is it this person isn’t saying that is important to the conversation?
- Be sure to get clarification. “If I understand you correctly…”, “So you are saying that…” “This is what I understand you are telling me…”
4. Treat the caller with respect
Respect means: being efficient, effective, empathetic and responsive.
5 Forbidden Phrases
“I Don’t Know”
“I/We Can’t Do That”
“You Have To”
“Just a Second”
“No”
Ralph Nichols:
“The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them.”
