Customer Service Training: Customer Service Training Tips to 'Wow' a Customer Over the Telephone

Customer Service Training:
Customer Service Training Tips to 'Wow' a Customer Over the Telephone

"Good morning, (Your Company). David speaking, how may I assist you today?"

A professional, bright and friendly first point of contact can be integral in developing customer relations and in winning new business.

Getting this first, essential contact wrong could drive that all important sales lead to your competitor.

The tips below have been designed to 'wow' the customers from the start. Adhering to each of these tips can only result in your company gaining a reputation for having a winning customer service that keeps them coming back for more!

Set the conversation on an even keel with the right Salutation - It is amazing the impact that a bright and clear opening will have on proceedings. It can set the rhythm and tone of the call and can even, in some cases, truly disarm a disgruntled caller. Top tip: do not use and telephone answering machine - people do not like them and they will move on until the can speak to a real human being. Remember; in most cases the frontline of your business is the telephone answering response. If you are unable to provide this find a professional telephone answering service to do it for you.

If you require a lot of details from the caller manage their expectations, and tell them! There is nothing worse than being confronted by a call handler and a script. Worst of all is when they take you through what seems like a never ending string of questions "Name, number, address, email, favourite colour, last meal you ate, favourite dance move...." The fear in some callers mind will be where is this conversation going and why are they asking me all this info. In clearly advising the caller of the journey you will undertake together it will save any misunderstandings and frustration.

Get a Smile in your voice - a smile is contagious. You can really tell when someone is smiling as they speak. This is something that gets lost in large and anonymous call centres or organisations. How do you instigate the smile? Keep your team happy and motivated or just simply ask them to try, once they experience what a difference it makes it will make them smile!

Listen to what the customer really wants. Try to remember the caller's name - it really demonstrates that you have listened - use it throughout the conversation. Many callers will express their intent at the beginning of the call, it is important that you listen and understand what has been said.

Mind your manners. Good telephone etiquette is essential. Refer to the caller by name or using Sir/Madam. Always remember your please and thank yous. Avoid interrupting the caller whilst they are talking and most importantly, be nice.

Use clear English and avoid jargon. Nothing puts a layman off more than being subjected to a barrage of acronyms or technical jargon. You can't expect a customer to always know what you are talking about.

Mirror the caller - Mirroring the callers tone and pace helps build rapport.

Go that extra mile. As the first point of contact for the company it is important that the call handler displays an ingenuity and enthusiasm that will make a positive and lasting impression on the caller.

Tell the caller what you've done and what you're going to do next. For example "Thank you for your call Mr. Jones. I will now pass the details onto our sales team who will be in touch by end of business today. If you don't hear from anyone or have any questions please feel free to contact me, or any one of my colleagues, on the helpdesk. My name is David."

Let the caller hang up first! Nothing worse than ending a perfect call by hanging up on the customer!

Source: David G. Jones: link

Article Content: Customer Service Training

More customer service training tips...

Customer Service Training Seminars:

Our customer services seminar teaches by doing with less than 15% lecture and 85% hands on activities. Participants learn by Doing and not by being told. Exercises are practical, realistic, fun and are skill based.

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice, usually in groups of 6 or more.

Customer Service Tips