The phone is an interesting device, isn’t it? It has truly stood the test of time. In a world that currently houses such communication tools as social media accounts, messaging apps and email, the telephone remains the top way for businesses all across North America to stay in touch with their colleagues and customers.
Of course, not every telephone user is created equal. There are experts in the field of telephone communications and their skills are evidenced by some of the specific techniques they use to impress the people they speak to on the other lines.
How do phone agents endear themselves to customers they’ve never met before? Here are three ways:
1. They know when to speak and when to zip it.
Talented phone agents know that conversations are two-way streets. They make it a point to not do all the talking. Knowing that you have the attention of your callers includes hearing them out and not interrupting while they’re speaking. A back and forth dialogue is the best kind of conversation to have over the phone. It proves that your customer is engaged.
“Put yourself in the shoes of the customers – you do not want to be interrupted when you finally express your concerns, right?” asks John Taylor of Insights For Professionals, “Do not interrupt them when they are telling you their concerns. Make sure that you listen to the customer’s whole story no matter how long it can get. This alone will make them feel important.”
2. They know how to name drop the right way.
You know that thing that most people find annoying when it’s done in regular conversations? Yes, name dropping to project a sense of status can be perceived as unsavory. However, the most talented of phone agents know that dropping the names of the people they speak to over the phone is a key ingredient to their success. It expresses familiarity and friendliness. However, as Brandon Wong of CallPage explains, it’s important not to overdo it.
“Speaking on a first name basis removes barriers and builds rapport between the two parties,” he writes, “That being said, do not overuse this tactic…Use their names no more than three times in a conversation. It is a subtle, but effective technique to convey that the company is more than just a business, but a friend that can be counted on in the long run.”
3. They express empathy when necessary.
Some telemarketers fall into lulls when speaking to clients, forgetting that they are people with feelings. You’d be surprised to know how far an “I’m so sorry to hear that, I can understand your frustration” can go. Expressing empathy shows concern, respect and courteousness, none of which will go unnoticed by your customers.
“Do not tell a customer to calm down when he or she is madly complaining about a product or service as this will not help,” advises Taylor, “Instead, reassure the customer by telling them, ‘How awful’ or ‘I understand where you’re coming from’ in a slighter louder tone than the customer.”
At TK Enterprises Inc., we proudly employ a team of experienced and friendly phone agents who make our one-of-a-kind Event Marketing services so highly regarded. Please don’t hesitate to contact us to learn more about how you can take advantage of them for your jewelry store! Call us toll-free at 1-877-622-0195, email us at firstname.lastname@example.org or fill out the form on our Contact Us page and have someone contact you!
At TK Enterprises Inc., we have over 30 years of call center experience. As a result, our team is made up of experts in understanding customer behavior. We’ve developed one-of-a-kind Event Marketing services that utilize our skills and know-how to provide you with greater access to your entire customer base. By contacting your customers on your behalf, we maximize your potential to increase traffic and boost sales in your jewelry store.
No matter how much modern technology has pushed people towards using messaging apps and social media platforms to communicate with each other, phone calls remain highly effective at delivering messages about the upcoming events that businesses are hosting. From our experience, customers much prefer direct and personal forms of communication. An exclusive phone invite goes a long way. It’s just one of the keys to providing excellent over-the-phone customer service.
We’ve also learned how to master the voicemail message.
Naturally, not customers we call for our clients pick up their phones. In some instances, we’re required to leave voicemails. There is a technique to leaving voicemails that many business representatives tend to overlook that our phone agents do not. Enthusiastic, energetic, engaging – these three E’s are all ingredients of the perfect voicemail!
On CanadianBusiness.com, Kat Tancock elaborates about the importance of leaving strong voicemails. “Ensure voicemail messages are easy to understand and include an introduction, any information you might need from the caller and when someone will return their call,” she advises, “End the message by directing them to the company website and informing them of any further relevant information (such as restricted hours during holidays.)”
The ability to empathize and de-escalate is an important skill.
Being warm and friendly to customers over the phone is generally pretty easy when the customers themselves are warm and friendly. But how well are you able to handle irate customers? Although we rarely encounter any negative responses to our calls, the ability to empathize with dissatisfied customers and de-escalate angry individuals is yet another key to providing excellent over-the-phone customer service.
“When a customer is upset or frustrated, they might not be able to take in what you say – even when it’s the right answer,” informs Zendesk.com, “First, really listen to help them calm down. After saying all they need to say, they’re more likely to be receptive to hearing the solution you offer—even when it’s not what they’d like to hear. You can find some practical advice for how to say no to customers in Tough talk: when ‘No’ is the right thing to say to a customer.”
Choose us to do your calling for you!
The TK Enterprises Inc. team has spent the last five years making over a million calls for jewelry stores all over North America. Our outstanding track record within the industry and the various accountability systems we have in place, provides our clients with the transparency and peace of mind that 100% of the calls will be completed with passion and enthusiasm.
For more information about our unique Event Marketing services, please don’t hesitate to call us toll-free at 1-877-622-0195. You may also email us at email@example.com or fill out the form on our Contact Us page and have someone contact you!
People who work on the phones every day are quite exceptional. Not only are they required to often go through the rigors of speaking to more than a hundred different people each day, they also must find ways to endear themselves to complete strangers. To do that, phone agents have to be masters of tone and inflection. They don’t have the luxury of facial expressions and hand to convey their messages.
At the end of the day, no matter what message is attempting to be communicated, it’s important that a phone agent is likeable. Without having the person on the other end of the line actually like the agent he/she is speaking to, the message will often get lost.
So how can you ensure that you’re super likeable on the phone? Here are three suggestions:
1. Smile before you dial.
Did you know that you can “hear” a smile through the phone? Try a little experiment for yourself. Take any written script and record yourself reading it as you would normally speak. Then read it a second time, but have a big smile on your face while doing so. Listen to the two recordings. Notice any difference? More often than not, your tone will automatically become more pleasant when you’re smiling.
On her Dental Phone Excellence Blog, Jayne Brady insists that smiles are used by dentists and their assistants when contacting their patients. “It is hard not to like a person who smiles but very easy to not like someone with no smile!” she writes, “Your patients know when you are smiling on the phone. They may not be able to see you but they can hear a smile!”
2. Do more listening than talking.
To be likeable over the phone, it’s integral that you remember that conversations are meant to be two-way streets. When you allow the person on the other line to express his/her points of view, it shows respect and an appreciation for his/her opinions. After all, the best way to serve your customers is to pinpoint their specific needs and wants. Being an active listener helps you to be an excellent customer service provider.
“Try not to interrupt or cut the other party off while carrying on a conversation,” advises Audrey Hunt on ToughNickel.com, “This is a habit that can and should be broken. Being a good listener is one of the most important rules for good communication. It takes a sincere desire and a good deal of practice to learn this skill but it can be done.”
3. Understand that chewing and chatting don’t mix!
You’d think that this tip wouldn’t be necessary. However, far too many people believe there’s no harm in leisurely chewing gum or even snacking while having their phone conversations. Don’t assume the parties on the other lines won’t notice. It should go without saying that chewing gum, eating food and drinking should be avoided when speaking on the phone.
“Never eat or chew gum while on the phone,” insists Hunt, It’s sometimes hard to understand what a person is saying with food in their mouth. Make it a practice to change this habit if you’re guilty.”
The TK Enterprises Inc. team is made up of phone agents who are masters of the above-mentioned tips. For more information about how our Event Marketing services can put our phone agents to work for your jewelry business, please don’t hesitate to call us toll-free at 1-877-622-0195. You may also email us at firstname.lastname@example.org or fill out the form on our Contact Us page and have someone contact you!