NEW: Hello…. hold on: Telephone customer service skills critical in everyday business 

Cresencia Marjorie Chiremba 

“Always begin with: So that I can better serve you, do you mind if I ask a few questions?” – Jodie Shaw

Never underestimate any interaction with your customers, be it face to face, online or via telephone. Most people take for granted the power of communicating with a person that they are not seeing physically.

What they do not understand is that every customer interaction is equally important whether it’s face to face or remote.

Here is what you can do to improve that telephonic interaction:

1. Greeting   

First impressions do matter even if it is through the telephone. Just this past week I phoned an organisation that are into chicken feed in Southerton. The person at the other end just answered my call with a simple “hallo”. I then had to ask if it was the right company that I had called because my first assumption after his response was maybe I had called on a personal number, although it was listed on the company’s contacts as a business line. The direction of the call is influenced by the first response impression. Telephone managers must always sound positive, enthusiastic and exude an attentive tone. At the same time the greeting must be professional such that the caller feels pleasant. As callers there are certain expectations such as a greeting and the name of the organisation that we are calling. For example, “Good morning, thank you for calling Customer Success Consultancy, how may I help you?” or “Good afternoon, this is Cresencia from Customer Success Consultancy, how may I help you?”

2. Prompt Response 

   “May you please hold on while we wait for the next available agent.” Sounds familiar? There is nothing wrong in putting a customer on hold, but there is everything wrong when you place them on hold for far too long. They say time is money, so placing a customer on hold for far too long is not a reflection of good customer service. It is always important to answer the phone at your earliest and when you miss the call if it is on a mobile number, it is good customer service to quickly return the call and apologise for missing the call earlier. Calling a company to a continuous ringing can change both your mood and mentality. If you were happy, it can simply change to frustration. For organisations that use an automated call system, it is their duty to always monitor that customers are not put on hold for far too long. In some instances, customers are told to hold and when they are holding on the phone just cuts leaving customers angry.

3. Serene Environment 

   I phoned another company again that same week and I could hardly hear the person at the other end because there were people talking on top of their voices in the background. I had to ask the sales guy I was talking to, to tell his colleagues to lower their voices. When customers call your organisation, they do not like the interference of background noise. It sounds professional to answer calls in a quiet environment. Avoid irritating your customers with unnecessary background noise. Also, chewing or drinking while on the phone is a big no.

4. Sincerity and Being Genuine 

   You do not need to sound scripted when answering a call. Good customer service is when you are yourself, rather than a virtual robot. Answer truthfully and be genuine, especially if you promise to call back the customer. Make sure you take note and keep your promises.

5. Have An Ear For Customer Needs 

   When a customer calls you allow them to say everything that they want to say uninterrupted. Listening to them attentively will allow you to be able to ask the relevant questions so you can assist them correctly. Remember, communication is two-way, and giving each other chances to speak and be heard makes it effective communication.

6. Conflict Resolution Without Being Emotional 

   It is common to meet angry customers that will unload their frustration even to the first person that they will encounter at the organisation. So, when such a customer calls and there is a telephone conflict, remain calm and avoid using emotions. Two wrongs do not make a right, so you would rather stay polite and allow them to vent. When they are done offer them a solution to their grievance or problem politely.

7. Gratify Your Customer 

   Unlike personal calls that take forever, business calls are usually to the point and do not take a lot of time. When you are done with the customer, it is always important to end the call with a positive vibe much to the gratification of the customer. Do not just bang the receiver down, rather note the following before hanging up the phone:

• Ask the customer if there is anything else that they may want you to help with.
• Confirm if you and the customer both understand what the customer wanted, and that they also understood the information that you provided them with.
• If there are certain times that are allocated for special enquiries advise them for future contact.
• Thank them for their call and wish them a good day.

*Cresencia Marjorie Chiremba is a marketing enthusiast with a strong passion for customer service. For comments, suggestions and training, she can be reached on [email protected] or on 0712 979 461, 0719 978 335