Online Class: Telephone Skills and Quality Customer Service

The world of commerce has evolved rapidly in the last several decades, offering individuals a wide range of options for satisfying their need for products and services. However, these increased options have not only made it easier to look for and find what they want but raised their expectations. People have developed shorter attention spans and a greater sense of urgency in response to our newer, faster lifestyles. They are, essentially, used to instant gratification and quick fixes. How can you meet their needs while providing honest, accurate service when you are on the other end of a telephone line? 

• Respect means acknowledging the importance of every phone call. Always address your client in a respectful manner; don't interrupt them, argue with them or belittle their concerns.

   
• Professionalism is evident in everything from your tone of voice to your ability to help them. A true professional never makes excuses or gets upset with the client. Defensiveness or aggression has no place in a professional conversation. Instead, convey an appropriate demeanor that shows you are ready and willing to help them, even if that means giving them to another person or offering to research their problem and call them back when you have an answer.

   
• Efficiency is the understanding that every call should be short and to the point, but never abrupt. You do not want to rush a customer off the line, but customers do not want to feel like you are wasting their time, either.

Here are the most common reasons people call a customer service representative:

• They prefer talking to a real person rather than using the Internet, whether because they are not comfortable with computer technology or they do not want to put their information on the Web.

   
• They have run into a problem with the Internet and need assistance.

   
• They want to place a rush order or ask a question about a product or service and cannot find the information elsewhere.
   
• They have a complaint and want a quick resolution.
   

There are more than a few limitations to communicating by telephone, despite many people's preference for voice communication. Some people prefer calling instead of using the Internet or mail because they like the immediacy and the opportunity to interact directly, but this doesn't overcome some basic telephone shortcomings: 

• People expect quick results when they call, even if you do not have all of the information needed at your fingertips. You may have to return their call, which can lead to frustration.

   
• Phone calls prevent customers from reading facial and other non-verbal cues. You may be surprised to know that over 50 percent of the impact in a typical face-to-face conversation is based on non-verbal cues, such as the eyes, frowns, smiles, hand gestures, and body position.

   
• Telephone reception can distort the sound and inflection of your voice, which the person on the other end of the line may misinterpret.

   
• Multitasking, such as carrying on the conversation and using your computer, can cause you to sound abrupt or preoccupied.

   
• You do not automatically know whether the other person is calling from home, work, or car. Misunderstanding where the caller is and how many distractions exist at his or her end may contribute to your suggesting impractical solutions or inadvertently offending the customer.

   
• The person who calls you may not be prepared with what is needed. If customers contact you for information about an order but do not have the account number handy, they may become flustered or frustrated.

Certain problems arise more than others during customer service calls, which typify why so many people hate the thought of calling a customer service center. The most common problem is being put on hold. Nothing is more frustrating than calling a company because you need assistance or want to place an order, only to be placed on hold indefinitely. It gives customers the impression their call is not important (recorded messages saying, "Your call is important to us," not withstanding) and wastes their time.

Another customer service area with the potential to create problems is forwarding. Customers are thrilled when you can help them without the need to forward their call to another person. Many people fear being forwarded because they get the impression they are being handed off to be "gotten rid of," so how you explain forwarding can make all the difference in the world to a customer.

With so much potential for problems, is it possible to provide outstanding customer service over the phone? Yes! If you learn the proper techniques of telephone etiquette and service, you can not only satisfy clients but demonstrate that your company is going above and beyond to ensure they are happy, improving your professional reputation and ensuring repeat customers.