Customer Service is very common today, specially the one provided by telephone. Most companies are using the phone as the quickest and most convenient way to establish contact with customers. Call Centers and mail orders are the fastest operation divisions of many companies around the world. If you are involved in the sales field this article could help you because if you are not properly trained your company could loose in this business.
A successful business communication requires telephone skills. People need to find ways to establish clear conversations.
Experts recommend to develop positive customer perceptions. Most of the time "how we say things" is more important than anything else; this creates a good or bad impression. Try not to use the next statements because they can be seen as poor customer perception, for example "I hope this will solve your problem." or "I don't understand why customer service didn't help you.", "Mr. King is in a meeting. Call back in an hour" and "I'm sorry it took so long. Now, what do you want?"
Another aspect that makes the difference between good or bad service is the way we answer the phone. People have to answer the call professionally. The first thing is to greet the caller then you have to state your department and introduce yourself; after that you offer to help the caller.
Be active when you answer, this makes the caller feel good and welcomed; remember to use friendly phrases like "Thanks for calling" or "May I help you?" and smile, always smile, even though the client is not seeing you your sound is totally different, this makes a good impression; when you are finishing the conversation be very polite and let the caller hang up first, this allows the person to add something at the end.
When you have to put a customer on hold you need to ask them if you can and explain them how long they will be on hold. Tell them that while they are on hold you will work on their problems and when you are back thank them for waiting.
When you receive a call that is not your responsibility avoid saying statements like "I can not help you", "This division does not handle that". Try to help the clients; you could give them the name of the right person or offer guidance. Give them your name, your telephone or extension and the name of your division so that in case the customer gets cut off or transferred to the wrong area he/she can contact you again.
Nowadays clients are the most important asset for companies; remember the tips that were explained previously, most of them will give you the possibility to develop excellent communication skills.