Telephone Manners Essay

Telephone Manners Essay
Telephone manners are critical to good customer interaction.
Call center customer service professionals have to be polite and lead the call, even if the customer isn't being polite because of a problem or service failure.
Ask anyone how they feel about phoning a call center and most people reply “I dread it”. Long call waiting times, press 1 for this and press 2 for that, cause blood pressure to rise, especially when “this” and “that” weren’t the reason for your call. So your customers may not be in the best mood by the time they get through to a customer service agent.
The skills and manner of employees can make a huge difference. If the Customer Service Representative is polite and helpful right from the beginning of the call, their manner can transform a call, and lead to a positive customer experience. It is, after all, very hard to be angry with someone who is polite and trying to help us.
Those skills might take a little longer to acquire, and consistently put into practice, but you can compile a list of things that are essential when helping customers by telephone.
Here are some ideas to help you.
Answer calls quickly, waiting times are frustrating for customers
Answer the call in a friendly helpful manner, but make sure that your greeting isn't delivered in a "sing song" voice; keep it real, make sure it's helpful
Smile - the caller can hear it in your voice, and you'll feel better too
Keep your voicemail message up to date. Callers don't want to listen to a message saying when you are back from your vacation and the date you are giving them is three days ago
Don't eat or chew gum... Telephones seem to amplify these noises, and that's not a good experience for the caller.
Always place the caller on hold if you need to check something. Leaving your handset or headset on the desk without doing this will mean that the customer can hear what's happening around you. This can be very frustrating for a customer. If they have a problem, and they hear laughter in the background, they may see this as very disrespectful
Don't allow yourself to be distracted by what is happening around you. The customer will sense that and it's very frustrating for them. Give them your undivided attention.
Always make sure you give the caller your name - there's some tips below for a verbal handshake
Thank the customer at the end of the call especially if they have placed an order with you
So set the standards you require, make