Talking to customers on the phone
 

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:

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.

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.

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!

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.

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

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

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

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

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

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....

They let YOU talk to people?!? :yikes:




























































































:p