5 Customer Success Tips to Sound Like a Pro on the Phone


Rachel Lama
Customer Success Manager
August 6, 2019
minutes to read

Whether you are a business owner, dispatcher or technician, you spend a significant amount of your time on the phone talking to customers. But do you ever take a minute to reflect on how you sound, and the ways that your voice and tone might impact how the person on the other end feels about your business?

We talk a lot at Pointman about the importance of creating world-class experiences for customers, and how important that is to your growth. You need strong customer service skills to make a strong impression, instill confidence and earn repeat business.

Here are five tips to help you sound like a pro on the phone.

Listen Carefully

The single most important thing when talking to customers on the phone is to pay attention. Whether it's a new or returning customer, a satisfied or an angry one, you must listen carefully before responding. People want to be heard. Before you interrupt with questions or comments, wait your turn. Talking over someone is just frustrating for everyone. And before the conversation is finished, repeat back the key points. 

Want to earn your customers’ love? Check out some simple ways to provide them with a world-class experience.

Stay Positive

Always try to sound positive and sincere on the phone. People can sense when you are not relating to them or understanding their problem. Try smiling when you are speaking to someone. As crazy as it sounds, you can “hear” a smile over the phone.

Keep Calm

Always stay in control of the conversation with a calm tone of voice. Even if you are dealing with an upset customer, don’t raise your voice or yell — it will only infuriate the person on the other end. Speak clearly and in a measured voice at all times. 

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Stay Focused and Organized

Staying focused on a phone call is just as important as the manner in which you speak to someone. Using a field service management software like Pointman makes a huge difference when it comes to organization — having a customer’s history with your business available quickly helps. It all leads to greater confidence for you. 

Get Personal

You don’t have to go into great detail to connect on a personal level, but remembering one or two key details about a customer is important. When you’re in the customer’s home, identify a few personal details that stand out. Maybe it’s a pet’s name, or a favorite sports team, or a funny interaction you had with the homeowner or their kids. Record this information for later.

Discover why remembering some key customer details can help you earn their respect, their trust and, ultimately, their long-term business.

How you sound to a customer makes a difference. That’s why Pointman Success Coaches work with our members to ensure the proper processes are in place to keep the entire team on track, and to help their business grow. Check out our Success Coaches page for more info on how these experienced industry experts can work with you to make your team stronger.

Look at Pricing

The start of the year is a great time to look at pricing. Usually, you have an idea of how your company fared the year prior, and you want to ensure you will continue to grow in the months to come. Many of us make New Year’s resolutions with respect to spending or saving in our personal lives, and it’s no different for business owners. Making sure your pricing is in line with where it should be is one of the strongest ways to start the year the right way.

Part of looking at your price book is finding where the issues are, and that can take time. An HVAC company in January is going to be very busy, so it’s a difficult time for a close look. However, a plumbing company might not be as busy. Whenever you tackle this job, your best bet is to look at what your labor rates are. Start there, and let it trickle down across the board. Ask yourself, “Are my labor rates helping my business stay profitable?”

Remember, there are many different services out there and many different groups or communities that you can engage. Never hesitate to say, “Hey, I’m a business owner in Florida. What should my labor rates be?” You can build your price from there. There are also some great billable hour calculators available.

Set Goals

There is no better time of year for looking inward than January. Set your personal goals and company goals for the following 12 months. If you can break those down into departmental goals, even better! Perhaps that means a CSR booking closing rates a little better, or a truck doing 250,000 a year rather than 200,000.

Many companies have found that using an Objectives and Key Results (OKRs) goal-setting system pays off. Looking for a guidebook when it comes to OKRs? Check out Measure What Matters: How Google, Bono, and the Gates Foundation Rock the World with OKRs by John Doerr. 

One key question is the best way to handle setting goals: Is it smarter for business owners to handle this solo, together with staff, or to delegate completely? 

The best approach is to set goals at the department level. As an owner, you need to take the time to understand what the goals are in each department, and make sure they are in line with your goals for the company. No one likes to set unattainable goals for themselves, so make sure you push your departments to set goals that are lofty, rather than simple ones to feel good about hitting. Entrust your staff to aim higher, and watch how they respond.

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