How’s your telephone manner? My top 10 tips for dealing with customers on the phone!

 - by dawn

It’s much harder to build rapport when you are not face to face with a client – and the client phoning doesn’t know or care what sort of workload you are trying to get through, the time pressures you might be under or the fact that you had too many beers last night at the footie and have a bit of headache!  So once you hear the phone ringing, take a deep breath and prepare for the caller……

1. Say ‘hello’ with a smile (you can tell in someone’s voice whether they are smiling or not!)

2. Give your name

3. Be yourself, but a friendly and upbeat version of yourself

4. Ask for their name, write it down and use it in the conversation

5. Don’t pass them around the system – deal with the issue yourself until the caller is satisfied with the outcome

6. Write down the caller’s number and repeat it back to them if you need to phone them back (wrong numbers are bad news)

7. Let angry people let off steam, it’s not about you, it’s about the service or issue they have had difficulties with (obviously never let anyone abuse you personally, that is totally unacceptable)

8. Empathise, listen carefully, make notes, make the right noises in order to build rapport and trust

9. Be interested and professional (never promise anything you know you are unable to deliver, or be derogatory about the organisation you work for)

10. Explain what you can do to help, when you will be able to do it, and follow through

 

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