Avoiding slang and swear words
Avoiding slang and profanity when on the phone for business is one of the most important things to remember. These types of terms muddle the meaning of the message. While using slang may be a fun way to express yourself, it is inappropriate for a professional situation. Swear words can also annoy your customers and cause them to become impatient.
Swearing words have a negative connotation in society. They are a common feature of verbal abuse, hate speech, and sexual harassment. They often express frustration, anger, surprise, or other emotions. They can also be insulting and may be used to threaten or name-call.
Keeping a Positive Attitude
Keeping a positive attitude is essential for a customer service agent, and this is especially true when answering the phone. Whether the caller is a regular or angry customer, smiling and being friendly will go a long way in impressing customers. You can also avoid giving negative answers or tone when talking to a customer and try to offer other options or suggestions when necessary.
In the business world, building relationships with customers is critical. Customers used to flock to companies that offered quality products and services. Still, in today’s marketplace, customers have so many choices that a company that needs to build a positive relationship with them will undoubtedly lose customers. While developing relationships with your customers is more complex than ever, the total phone calls would be worth it once you get a hold of them.
Using a Natural Tone of Voice
When communicating with customers over the phone, the tone of your voice plays an essential role. It conveys a variety of messages, from concern to urgency. Depending on the situation, it can also give a positive or negative feeling. A positive tone of voice can put callers in a better mood and reassure them when frustrated or annoyed. It can also help strengthen the relationship between the customer and the company.
Using a natural tone of voice will increase your likelihood of being heard. Women tend to have a higher voice than men, which can make them sound less confident in business. However, a deep voice is more effective at communicating your message.
Avoiding Putting Them on Hold
Putting someone on hold is a frustrating and sometimes necessary part of running a business. It makes people feel unimportant and unappreciated. However, there are ways to minimize the effects of this practice. First, always ask if you can put someone on hold before putting them on hold. Second, put people on hold for a maximum of a minute or two.
Another way to avoid putting callers on hold is to ask them to leave a message. Customers get frustrated and impatient if they are put on hold for a long time. If you can take a detailed note and call them back quickly, it will make them less annoyed.
Avoiding Interrupting Customers
Avoiding interrupting customers when making phone calls is an excellent way to show professionalism and that you value them. Usually, people don’t like being placed on hold, and potential customers will feel you’re rude if you interrupt them during a conversation. To minimize the risk of being interrupted, answer the phone between the first and second rings. Likewise, avoid talking in a high-pitched voice. This will make you sound frazzled and may irritate the person on the other end of the line.
One way to avoid interrupting customers is to listen to what they say. It is psychologically beneficial for you and the customer to listen to their story. However, it would help if you didn’t talk over them. It is rude and upsetting, and it will make them feel ignored. Try taking notes while on the phone, and you’ll find it easier to retrieve the information you need later.