While my job is technical in nature, I do have to talk to customers on the phone a lot. But I'm not so good at it. I need pointers - anything - on how to talk to people so that they feel confident in my ability to do what they need me to do, or to pacify them or generally just maintaining a positive attitude to me personally and my employers' business in general.

Anything greatly appreciated :hug:

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I want to know everything
I want to be everywhere
I want to fuck everyone in the world
I want to do something that matters

introduce yourself, of course, speak clearly and in terms the cusomer will understand, be polite, avoid saying um and ya know too much, use their names occasionally (not alot, then it just sounds condescending), don't ever interrupt and always follow through on what you say or promise.

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Trees give peace to the souls of men * Nora Waln

The forest would be very quiet if no other birds sang than those who sing the best * Henry van Dyke

some fairly sordid tales, rambles, and anecdotes
Hypothetically Speaking * Something More * Cammy Interrupted * An Experimental Vacation * Masked * so..damn..hot * Thank You * My toy, his idea * no.19 Maple Lane * I Have A Surprise For You * Yesterday * In a Quiet Kitchen * help me decide * untitled prose * more untitled prose

Don't talk techie but never underestimate the person on the other end. I can't stand it when they think I am a dumb girl.

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The practice of putting women on pedestals began to die out when it was discovered that they could give orders better from there.~ Betty Grable

If I wanted your opinion, I'd remove the duct tape and ask you for it.~ Me
<~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~>
One man's dream is another man's nightmare~~~~> §¤ Lilith ¤§
~>My Scribbles<~
==>Gone Shopping<== ~Just a Quickie~ *~A Celebration Vacation~* ~Surprises~ Sleeping With the Window Open
What Did You Do Today? Self Defense Class ~Short Sweet Snippets~ § Summer Spin § Story Challenge Submission Pajamas

kind of going with Lilith said...

Sometimes its hard being an expert on subject to deal with the fact that most people are practically clueless about it. Try to be patient and avoid being condescending. I think having an annoyed, condescending technician on the phone might either intimidate the customer more or put them on the defense.

Be positive, use thier names, and say please and thank you. Basic manners are even more important on the phone.

And good luck!

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Life is too short not to love and be loved....preferably multiple times in one night.

I think men talk to women so they can sleep with them and women sleep with men so they can talk to them. ~ Jay McInerney

All good advice so far.....

Don't talk 'down' to them like they're stupid,
But don't use those huge technical words either,
Try to find a middle ground.

Be polite.
No 'ummm's', or 'you knows'.
Be confident in your ability.
Don't BS, if you don't know something,
say 'I don't know but I'll be happy to find out for you.

If you're having a bad day don't gripe and groan on the phone.
Always speak positively about your job and the company in general.

Be genuine.
Smile! It will come through in your voice.

The only advice that I can offer is allow them to explain completely what their problem is before attempting to help them. Also, avoid becoming frustrated with people who either can't or won't follow what you're saying. However, the best thing that I have found is to actually smile when answering the phone and while attempting to help people, because, believe it or not, people can hear when you're smiling. Though I just looked up and realized that Teddy said the same thing. Hehe... great minds think alike.

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I see your fantasy... you want to make it a reality

Are you in the mood to be subdued

You see these shackles
Baby I’m your slave
I’ll let you whip me if I misbehave

Tie me to the bedpost

I like it rough
cause I'd rather feel pain than nothing at all

use an 80-20 ratio; 80% talk and 20% listening. It's hard to go wrong when you aren't saying anything.

I always heard it the opposite was 20% talk 80% listening

__________________

The practice of putting women on pedestals began to die out when it was discovered that they could give orders better from there.~ Betty Grable

If I wanted your opinion, I'd remove the duct tape and ask you for it.~ Me
<~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~>
One man's dream is another man's nightmare~~~~> §¤ Lilith ¤§
~>My Scribbles<~
==>Gone Shopping<== ~Just a Quickie~ *~A Celebration Vacation~* ~Surprises~ Sleeping With the Window Open
What Did You Do Today? Self Defense Class ~Short Sweet Snippets~ § Summer Spin § Story Challenge Submission Pajamas

hey there PM me on yahoo or here and ill tell you all you need to know i used to be in a high level customer service role

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Everyone Talks, Friends Listen

I was a 1411 operator for 11 years. Ive heard it all.

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Life is not a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to slide in broadside , thoroughly used up, totally worn out, and loudly proclaiming --WOW-- What a Ride!

Well i must say there is nothing worse than the above!

ITs downright rude and...well you know me...i tell em so too

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Doh!! that's what i meant!!! duh!

always start by being polite - I talk to a lot of people every day and you'd be suprised by the number of people who are actually taken aback when I call them and before anything, I actually say hello and ask how they are today....

sometimes, just a little caring can go a long way - it puts people at ease which in turn makes it easier to carry on the conversation....

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If someone offers a penny for your thoughts and you put your two cents in, what happens to the other penny??

Don’t let the hardship of the past, take away from the joy of the present

They let YOU talk to people?!?

__________________
Life is too short not to love and be loved....preferably multiple times in one night.

I think men talk to women so they can sleep with them and women sleep with men so they can talk to them. ~ Jay McInerney