One of the easiest ways for any small business to look big is to have a receptionist answering and screening calls. Think about it. If you call a company and the owner answers the phone, that company has 100% succeeded in looking small. If you call the same company and a receptionist answers to screen the call, that’s big business style. Now, most small businesses don’t have the resources to hire a receptionist. It’s just not cost effective unless that receptionist is wearing a few other hats. Lucky for you, virtual receptionists can perform the same functions as an in-house receptionist for a more affordable cost. You look big. You save money. You win! Here are 5 tips on how to setup your personal virtual receptionist service to make you look large and in charge.

#1. Screen and transfer every single call

Where your normal in-house receptionist might not be able to answer every single call that comes in, a team of virtual receptionists can. And, with a virtual receptionist service, you get more than one agent answering your calls at any given time, which means your callers won’t be re-routed to voicemail, a busy signal, or have to sit for 5 minutes on hold. No matter when your customers call up your business, a professional receptionist will be there to help answer questions, take messages or transfer calls accordingly.

Depending on the types of calls your business most often receives, you can also set up custom protocols that closely match your in-house procedures. For example, prospective sales calls can be transferred to your top sales team members, upset or frustrated callers can be transferred to your customer support team, and requests to speak with specific people can be routed accordingly.

#2. If they can’t transfer, implement a standard response

If your virtual receptionist is set up to try and transfer every phone call, chances are not all of them will result in a connection. Instead of having your agents get creative and come up with different responses each time a connection doesn’t go through, implement standard responses. That way no matter who is handling the call, the response is always the same. Here are some of the replies we recommend:

• “I apologize, but Mrs. Jones is on the other line right now. Let me take your message and I’ll have her call you right back.”
• “It looks like Mr. Smith stepped out of his office. However, I’ll pass on your message and have him call you back.”
• “Ms. Epsom is currently in a meeting, but I’ll send over your message and have your call returned shortly.”

Pro tip: If you’ll be using your virtual receptionist 24/7, you may also want to consider creating different scripts to be used during business hours and after hours. If you set up the same response to be used around the clock, it won’t make sense to tell callers that “Mrs. Jackson is in a meeting right now” at midnight.  

#3. Equip them with basic information to answer questions

Aside from answering calls and greeting customers, receptionists are also great at answering questions on the behalf of the company. While a virtual receptionist won’t be able to greet any customers who walk through your doors, they can certainly help answer any questions callers may have, which means less follow-up you and your in-house staff have to worry about. All virtual receptionist services should be equipped with standard FAQs like where your business is located, your hours of operation, the services that are provided and the costs of said services. However, it’s also helpful to include more advanced information for questions that will undoubtedly come up. Depending on the type of business you run your questions will differ, but here are a few examples to start:

• Do you accept insurance?
• Are you currently accepting new clients?
• Do you treat children under the age of 10?
• Do you offer both residential and commercial services?
• Is there an after hours service fee?
• How long do appointments typically last?

#4. Have an alternate if you’re not available

If your virtual receptionist account is set up to transfer all calls, you’ll want to make sure you have a back up plan in case you or other team members are not available. Instead of trying the line once and letting the caller know no one is available, implement a protocol in which the receptionist asks the caller if they’d prefer to be transferred to another team member. That way your callers have the option to either leave their message for a return call, or they can speak with someone else and get assistance quicker than having to wait for a call back.

#5. Give your virtual receptionists the freedom to get personal

If your aim is to setup a personal virtual receptionist service, then you have to allow your agents the freedom to stray away from the status quo of a standard, dry, virtual receptionist experience. Here are some ways you can personalize your customers’ experience:

• Look for a Per-Call billing structure: While this may not always be the case, per-call answering service billing structures typically have operator interactions that are screen driven, not script driven – meaning the agents see all of your information displayed on a screen instead of a structured if/then type of call script making the conversations more natural.
• Implement a personalized greeting: If your business normally answers calls with a specific greeting, see if you can have your virtual receptionists use that greeting as well. Your callers will think they’ve reached your business directly, and your service will feel more like an extension to your business rather than a separate entity.
• Remove automation: Automated services can be a great addition to any business, but you should know your audience before implementation. For example, if you run a small medical practice with mostly elderly patients, you may cause confusion and frustration by making your patients dial through an automated system just to receive help. If your goal is to create a personal experience, let your callers speak to a real person.
• Encourage operators to engage with your callers: When your receptionists are upbeat, friendly, and quick to engage with callers, your customers will be happier and won’t ever hesitate to reach out when they need help. Some businesses may want their virtual receptionists to stick to the script and simply take a message, but having your receptionists ask callers how their day is and engage in actual conversation can definitely make your brand stand out among your competition.

The post 5 Tips on Setting Up A Virtual Receptionist Service To Make Your Small Business Look Big appeared first on Specialty Answering Service.

Ingredient 1: Patience
Everyone has heard the expression, “Patience is a virtue.” Overused? Maybe. Applicable? Absolutely. You are going to be dealing with a bevy of customers all day long, and no two will be alike. Some will be as straightforward as tomato soup. They’ll be familiar and easy to manage. Others will be vague or confusing – a sort of mulligan stew, if you will. You won’t have any idea of what they’re all about or how to help them. So, when you’re up against the mulligan stews of the world, and you’re counting the seconds until your next tomato soup call, keep your cool. If you can feel yourself boiling over, instead of flipping your lid, just move it a smidge to let out some steam. Take a moment to deescalate your emotions. Once you’re back down to a simmer, you can address the issue at hand.

Ingredient 2: Empathy/Understanding
Empathy is the driving force behind human connection. It’s comfort food for the soul. So, when it seems as though an interaction is sinking faster than chicken and dumplings gone wrong, try to look at things from the customer’s angle. Listen intently, and make it a point to understand what they really need. When a customer is clearly upset, you’ll need to have some compassion. What if the same thing were happening to you? What if you’d been looking forward to the perfect bowl of chicken and dumplings all day, and then someone forgot to add the dumplings? Or maybe you paid for enough to fill a Dutch oven, but all they sent you was an 8 oz. mug? By envisioning yourself in the customer’s shoes, you will be able to quickly identify the root of the problem and resolve the situation to everyone’s satisfaction.

Ingredient 3: The Power of Positive Thinking
Upbeat personalities are like gazpacho – they’re bright, refreshing, and full of flavor. Whether communicating on the phone, via live chat, or through email, customers can always tell when they are speaking with or corresponding with someone pleasant. Wouldn’t you much rather present yourself as a cool and spirited cup of gazpacho than a heavy ladle of loaded baked potato? To keep things friendly, adjust your attitude, your tone of voice, and the tone of what you’re writing. Whatever the avenue of communication, positive language and an approachable demeanor will steer the conversation in the right direction.

Ingredient 4: Communication Skills (Verbal & Written)
Before beginning any job relating to awesome customer service, work on your communication skills, and learn how to deliver information in a simple, effective manner. For example, imagine if you were trying to impart a recipe for your grandma’s famous black bean soup, but you were so confusing that the recipe turned out more like refried beans. What good would that do the recipient? The goal of any verbal or written communication is to get your point across in the most direct way to ensure that everyone is on the same page, and the customer is receiving the assistance they need. That means developing a strategy for well-thought out conversation, and allowing that to guide everything you say or type.

Ingredient 5: Non-Complacency
You could do your job blindfolded, with one hand tied behind your back. You’re comfortable. Too comfortable. And after a while, that complacency can actually lead to a mediocre work ethic. Think lobster bisque, devoid of flavor. Hot and sour soup that’s neither hot, nor sour. Never stop considering which aspects of your position or your core knowledge you can improve upon. Always evaluate. For example, do you frequently find yourself repeating the same information to customers? That is a sure sign that you need to improve your telephone skills. Are customers usually happy when they hang up with you? If not, go back and dissect the conversation in your head to see where you could have used different language to produce a more positive resolution.

Ingredient 6: Adaptability
In many cases, customer interaction will go entirely according to plan – those run-of-the-mill phone conversations where you barely have to stray from your script. On the other hand, some calls will take a turn that may lead you outside of your area of expertise. When the recipe calls for shallots, but all you have is an onion. When the soup requires a roux, but you don’t know a roux from a mirepoix. Should that happen, and you can pretty much bet that it will, be prepared to roll with the punches. Rely on your training and intuition, and use the items at your disposal to get things to the desired end result, without compromising flavor or quality.

Ingredient 7: Problem Solving Skills
Anyone in customer service, and anyone who’s ever tried to make consommé, knows that these are not simple tasks. As a customer support representative, you are “the problem solver,” and no one ever said that your job would be easy. Problem solving requires ingenuity and adherence to four basic steps: identifying the problem, generating solutions, choosing the most appropriate solution based on the customer’s needs, and implementing said solution. Using your background knowledge in conjunction with the information that the customer provides, you’re bound to stir up an answer to any problem that comes across your plate. While the fix may not be exactly what the customer had in mind, you can feel confident knowing that you can handle anything they throw at you.

Ingredient 8: Professionalism
Visualize yourself the owner of the best French onion soup cart in the city. You are a soup genius, and you have quite a following. Then, one morning, your soup cart buddy makes a mistake resulting in soup that is neither French, nor onion. And the entire day is filled with unhappy customers. Well, in customer support, that’s not just one day – it’s every day. That’s why professionalism has special significance in a customer service position. Your ability to remain professional, even when the customer is screaming at you about an ill-fated bowl of soup, will positively portray the “customer first” mentality that is the hallmark of any stellar corporate support team.

Ingredient 9: Assertiveness
When you’ve suddenly become the customer’s punching bag, assertiveness is the tool that will quickly take you out of harm’s way, and reestablish the rules of polite conversation. In other words, stand your ground, and gently assert your expert knowledge of the situation. You know that New England clam chowder is white, and Manhattan clam chowder is red, and on this point, you cannot compromise. But, even if you don’t know clam chowder from clams casino, there will always be someone to whom you can escalate the call. Maintain a self-assured demeanor, and assert yourself with definitive language that will convey your point with ease.

Ingredient 10: Attentiveness
Cream of mushroom soup wouldn’t be very good without cream and mushrooms. And customer service wouldn’t be very good without an attentive customer support representative. Each and every interaction requires attention to detail, and lots of stirring. This means careful listening, accurate note taking, and proper responses to the customer on the other end of the phone call. Make yourself seem available and helpful by your tone of voice, how promptly you answer questions, and how efficiently you address the customer’s needs.

Ingredient 11: Time Management
“First call resolution” is a widely-known catch phrase in call center lingo. If the situation allows for it, it is of utmost importance to end each interaction with all issues resolved to the customer’s satisfaction. On the flip side, it is also important to get to as many calls as you can. That means that your focus shouldn’t be allocated to one customer. To make a long story short, while communicating and interacting with customers is important, strong time management skills will enable you to help as many people as possible, provide quick and concise solutions across the board, and still have a few minutes to spare to enjoy that ridiculously good butternut squash soup with your name on it.

Ingredient 12: Basic Computer Skills
Technology changes faster than a pot of chicken noodle soup soothes a cold. So, basic computer comprehension and the ability to learn new software is a major aspect of any customer service position. Filling out Excel sheets, writing emails, keeping up-to-date notes in whichever database your company uses – these are all tasks that you will be expected to perform on a daily basis. And depending on the company that you are working for, your computer skills may need to be developed beyond standard data entry. That being said, if you aren’t the most technologically savvy employee, take a few minutes out of every day to review the ins and outs of the software you use. Before you know it, you’ll be an expert.

Ingredient 13: Ability to Stay Calm, Cool, & Collected
Sometimes, customer support can be a messy job. The customer may be upset or angry at something entirely out of your control, like when you’re making wonton soup, and the filling boils out of the wrappers. Instead of becoming defensive or escalating your emotions, channel your inner yogi, and use a calm, assertive tone to defuse the situation. It would be great if you could please everyone all the time, but the odds are not in your favor. It’s your job to produce as many positive outcomes are possible. So, keep your emotions from clouding your judgment, like cloudy wonton broth, and get right down to the issue at hand.

Ingredient 14: General Organizational Skills
If you’ve ever made borscht, then you know that it’s a serious soup. There’s chopping, mincing, shredding, grating, slicing, and dicing, all for the love of beets. Keeping yourself on-task for that undertaking can’t be easy, which leads us to our next skill. You may be on a call while handling a live chat and sending an email, and the other line could be ringing in the background. The ability to multitask relies heavily on your organizational skills, and you’ll be expected to keep track of every call: whom you are speaking to, what needs to be done next, and which customers’ concerns require immediate attention. Don’t worry, though. As long as you’re organized, you can borscht your way through anything.

Ingredient 15: Being a Team Player
Customer service is almost always a team effort, working brilliantly together like the little meatballs and escarole in Italian wedding soup. You may share responsibilities equally, or each employee may have his or her own area of expertise. Whether you need assistance with an individual customer issue, or you’re brainstorming together to improve call center procedures for the entire group, your coworkers will need to rely on your presence and your input, just as you rely on theirs. Which brings us to our final point…

Ingredient 16: Dependability
As with most jobs, your performance affects the people around you and the company as a whole. Customers trust you to help them with everything from correcting an error on their account to walking them through the pros and cons of the various beef stews on the market. Be equal to the task, and you’ll swiftly prove yourself as invaluable an ingredient to your employer as Julia Child was to masterfully-crafted boeuf bourguignon.

Now that you’ve taken a tour of the most important ingredients to the best customer support in the universe, how does your customer service soup rate? Are you lacking something critical, like noodle-less chicken noodle soup? Or are you as fine-tuned as blue-ribbon turkey chili? Whatever you’re cooking, remember that your ability to excel at customer support is only as good as the ingredients that you’re using. Put the right components together in the right order, and you’ll be a master chef in no time.

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When you think about it, it costs an awful lot to fill your office with staff. We’re not just talking about the salaries that you’re paying. There are slew of expenses that, taken as a whole, may make your head spin. It’s a little thing called overhead, and there’s usually nothing little about it.

For many small businesses, there is a world of savings out there when you consider the benefits afforded by outsourcing your reception desk or customer service to a 24-hour answering service. For starters, you can forget about paying for things such as salaries, health insurance, computers, phones, desks, printers, paper, etc. And heck, if the business is super small, you may not need a brick-and-mortar office space at all! Rent and electricity savings. Check check.

Depending on the complexity of your business, call center services can do quite a bit to support operations at a fraction of the cost that it would require for you to do the same. So, the next time you’re walking through your office, make a mental note of the bags of money that you spend daily to keep things running. Once your head stops spinning, contact Specialty Answering Service, and sign up for a free two-week trial. Both you and your wallet will breathe a sigh of relief.

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If you’re talking about basic data retrieval, e.g., account balances, paying bills, etc., automated call center systems will get the job done. Sure, they lack a personal touch, but for some callers, they don’t have time for pleasantries and would rather punch in a few buttons, and move on to the next task. But the question is, if you’re a business owner, do you want to be known for impersonal service or for having the most amazing receptionists that the world has to offer? We’re guessing you’d prefer the latter.

Live agents can sense emotion and respond accordingly. Live agents can joke with customers and keep the conversation light. Live agents can explain things to callers that robots can’t, and more importantly, their faces won’t melt off during a call!

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On their Facebook page, Target posted, “We are experiencing significantly higher volume than normal to our call centers, causing delays. We are working hard to resolve this issue by adding team member support and system capacity as quickly as possible. We apologize for the inconvenience and appreciate our guests’ patience as we build capacity hour by hour until we meet all our guests’ needs.” The retailer even set up a special company hotline to manage the overflow, but that was bombarded, too. And you can bet that Target’s call center is a high volume call center. So what happened?

When you’re under-prepared for what Target’s CEO, Gregg Steinhafel, called an “unprecedented volume” of calls, great service will suffer, and your live receptionist staff will, too. But is there a solution? Though there is no telling when a bad PR event of this magnitude will occur, call center management can take proactive steps to prepare for high volumes of inbound calls. Consider the following:

1. Look to Temp Agencies

Temporary employment agencies offer the convenience of last minute staffing with employees who have already been vetted by the agencies’ human resources personnel, and you can have a revolving partnership with them so that they will immediately know how to meet your needs. It’s a fast way to increase your staff, thus accommodating the influx of calls from security breaches, product or drug recalls, or even wide-reaching ad campaigns. They may even be able to locate workers with specific call center experience. You will still have to train the temps upon arrival, but in much less time than it would take you to personally post an ad for additional help, interview, hire and train each newbie.

2. Offer Overtime

If you find yourself in the middle of a days or weeks-long phone call frenzy, think about offering overtime or bonus time, like a free, floating holiday. Full or part-time workers may be more inclined to help you out if you make it worth their while, and since they’re already trained, it saves you time, too. This also applies to any employees who work from home. So, give them the option to pick up some extra cash or score a little more vacation time. Incentives make every employee’s job just a little more appealing.

3. Perfect Training Methods

It’s simple. Better training makes for stronger, smarter employees. And stronger, smarter employees work faster and more efficiently. When you spend time creating a comprehensive training model that includes scenarios such as the proper handling of call spikes, you’re investing in advanced preparation for the inevitable hair-pulling moments that every call center experiences. A detailed training plan also makes it much easier to show temporary hires the ropes, getting them up and running in no time flat.

4. Don’t Underestimate Online Support

Call centers manage more than phone calls. They can offer services such as email response, live chat, and social media monitoring. Don’t underestimate how significantly a strong online services solution can impact your clients. With e-commerce sales exceeding $200 billion, it’s clear that literally millions of shoppers prefer to conduct business via the Web. That being said, it’s a good idea to make these features part of your portfolio. Just think of how many people you can help in a short amount of time if you are using a multitude of communication channels! It will help you keep costs down, translating into savings for your ultimately very happy clients.

5. IVR Is Your Friend

Interactive Voice Response, aka IVR, is of tremendous value when it comes to triaging panicked phone calls. Cost-effective automation gives callers the opportunity to channel their issues to the right department without being transferred a bunch of times. This makes swift support an attainable outcome for ordinary calls. And in times of crisis, it quickly separates standard inquiries from those requiring immediate attention. The call center may still receive a deluge of requests; but with IVR, callers can help themselves, and they’ll know how long their expected hold time is. In addition, most automated systems offer the option to receive a call back, putting callers in queue so their arms don’t fall asleep endlessly gripping the receiver.

The Bottom Line

Whether it’s at holiday time or from something as unfortunate as a security breach, following some of the guidelines above can help your live receptionist service be armed and ready when those phones start ringing off the hook. So, stay on target and be ready for anything. Working to address issues before they happen as opposed to scrambling for a solution after the fact makes things easier on your team and keeps customers chipper!

The post 5 ways to prepare your live receptionist service for high call volumes. appeared first on Specialty Answering Service.

When it comes to customer service, consumers are becoming increasingly demanding. The 2014 Global Customer Service Barometer study found that 60% of respondents who intended to conduct a business transaction or make a purchase decided not to after a poor service experience. The study revealed that customer service was the second most important factor that people consider when choosing a company to do business with, and it’s defined by three things: 1) knowledgeable representatives who can satisfactorily answer customer queries; 2) personalized service; and 3) thanking customers for their business. Raise your hand if you think this can be accomplished through voicemail.

Having a telephone receptionist service answer your calls may just mean the difference between a thriving business and a failed one. And with today’s small business landscape being so competitive, you have to be on top of your game at every turn. A simple phone service just will not do!

Here are three non-negotiable elements that will ensure every call your business receives is a success:

1. Answer calls promptly. No one likes to be waiting around, and customers appreciate the fact that you value their time.
2. Have a professional script. A trained answering service will be able to provide you with a consistent sales pitch and the personal touch that only a live agent service can deliver. It all starts with the perfect answering service script.
3. Monitor and improve your Call Statistics: It is important to monitor and continuously improve key metrics such as average number of rings before answer, hold time etc. Multiple rings and lengthy hold times can cause your prospects to abandon the call.

If your small business is running on an even smaller operating budget, then look for an answering service that gives you the biggest value for your money. And make sure ‘excellent customer service’ is permanently on your radar.

The post 3 ways a telephone receptionist service helps you win new customers. appeared first on Specialty Answering Service.

1. Be on time. What happens if the receptionist isn’t there? If you are an SAS customer, calls would route to one of our virtual office assistants. If you are not using Specialty, they your calls are probably going to voicemail. New business may be lost. The same may be true if calls are not answered promptly, ideally within the first 2 rings. Remember: reliability = job security.
2. Put your best face forward. In other words, smile when you answer the phone! Be upbeat and positive. Exercise patience with challenging callers. Be respectful, and do whatever you can to accommodate the caller’s needs.
3. Be polite. Have a standard greeting and use it each time you pick up the phone. “Good morning, it’s a great day at [Office Name]. My name is [Receptionist’s Name]. How can I help you?” Any greeting will do, just make sure it’s professional and pleasant.
4. Stay organized. Take detailed notes. Pay attention to what time calls came in and write down caller ID. Have the company directory at your fingertips for fast transfers. And maintain a Rolodex or spreadsheet of other important numbers such as maintenance, emergency contacts, office supply vendors, caterers, etc.
5. Listen carefully. Practice active listening. Focus on what the caller is saying and quickly determine where to transfer them to best serve their needs.
6. Communicate effectively. Don’t mumble, speak too quickly, or sound forlorn. Do enunciate properly, speak at a comfortable pace, and assist callers with energy and enthusiasm.
7. Verify. Take a moment to repeat the caller’s number back to him and make sure it’s correct. If you are unsure how to spell a caller’s name, ask her. Confirm the most important details of the call before passing the message along to its intended recipient.
8. Ask the caller’s permission. Before placing someone on hold, ask the caller if it’s ok. “May I place you on a brief hold?” “Will you hold please?” And don’t leave the caller hanging for an extended period of time. One minute on hold can feel like forever.
9. Say thank you. If the caller says they will hold, say thank you. If you ask the caller to verify the information you wrote down, say thank you. And when you are ending the conversation, thank them for calling.

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When you’re angry, people know it.

Tone of voice very obviously tells the tale of your mood. You can hear joy as clearly as you can hear anger. It is believed that changes in expression impact us on a subliminal level. We pick up on different characteristics in a speaker’s voice, and those little cues help us interpret what may be going on beneath the surface. So, as a customer service representative, what do you do when you’re feeling under the weather or having a bad day? You fix it with a smile.

Shhh. Listen. You can hear a smile.

Research has shown that smiling affects how we speak, and it can be “heard” through the phone. That means that when you are talking, whether you are smiling, frowning, or somewhere in between, your facial expression is translating across the distance. In fact, research postulates that some people have “smilier” voices than others.

Plus, smiling makes people happier!

Smiling has a serious influence over attitude. Genuine smiles suggest that we are trustworthy, help us build relationships, reduce stress and make us happier! Anyone working as a customer service representative knows that there is no place for anger, frustration, or any off-color mood in the course of a phone transaction. So, in the interest of keeping callers (and yourself) happy, smile. You’ll put your best voice forward each time you pick up the phone.

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These 6 important steps will help you make each phone interaction an amazing customer service experience!

1. Employ the best answer phrases. The right string of words will start off a conversation on good footing. Start with good morning, good afternoon, etc. Thank the customer for calling your company. State your name. Ask how you can help them today. Be friendly, enthusiastic. Act as if you really like your job!
2. Sound energetic. Sound like you have had enough coffee to keep you bright, even if it’s only 7 a.m. Sound like you are excited to help resolve their issue. Sound like they are your favorite person, even if they are screaming in your ear.
3. Be positive. Being positive means ensuring the caller that you will work to resolve his issue as quickly as possible, or if you are not able to, then you will find someone who can. Positivity is saying, “I’m sorry that you are having difficulty, but we will get to the bottom of this for you a.s.a.p.”
4. Don’t continue a conversation before you hear an answer. If you ask a question, wait for the answer. Don’t talk over a customer. Not only is it rude, but you might miss something important. Then, the caller has to repeat himself and things take longer than they should. So remember to wait for a response.
5. Don’t be distracted. The caller will know it. From the second you pick up the phone, your sole focus should be on the customer, their needs, and how it is you are going to address those needs. Be attentive. Be helpful. Treat that caller the same way you would want to be treated.
6. Check your tone of voice Do you know how you sound when you answer the phone? This goes along with being positive and energetic. If you don’t think you sound happy, then it sounds 10 times worse to the customer. To practice, have a coworker call you and ask them to critique your answer style.

Above all else, keep in mind that the person on the other end of the line is a human being and they are depending on you for help. If you don’t start off the phone conversation professionally, the interaction may be doomed!

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If you work at a professional call center like SAS, phone manner training is an integral part of your job. You can count on management to review your calls and give you pointers on how to be Ms. Susy Sunshine in every transaction, even when callers are trying to rain on your parade. Below are the top 4 most important tips to get you sounding amazing on any phone call:

1. Smile before you pick up the phone. Research shows that when we smile, there is a change in brain activity resulting in a happier mood. You don’t even have to be smiling for real. Faking it has the same effect! And did you know that the way you smile affects your tone of voice? Uh-huh. So, when you pick up the phone, smile. The caller will definitely “hear” it!
2. Work on your enunciation, which is a fancy way of saying speak clearly. Practice saying “The rain in Spain stays mainly in the plain.” Make it a point to appropriately stress each word’s syllables, and consonant and vowel sounds. This makes a big difference while on a headset, speaker phone, or on a cell where the connection might not be so hot.
3. Remember basic etiquette. Good morning, afternoon, evening, etc. How are you today? How is everything going? Good to hear from you! How can I help you? What can I do for you? Would you mind…? Would you please…? Thanks for calling! It was good talking with you. I really appreciate your help. Have a great morning, afternoon, evening, etc. You get the idea.
4. Be a great listener. In customer service, listening is way more important than talking. What is the caller really saying? What can you discern by their tone of voice? Listen closely not only to capture details that will help you solve their dilemma, but also for clues about their mood, the urgency of their needs, etc.

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