5 Customer Success Tips to Sound Like a Pro on the Phone
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.
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.
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.
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.
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.
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.
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.
2. How do they define success?
Everyone defines success differently. Success to your candidate could mean living comfortably. It could also simply mean getting better at what they do every day. How a candidate answers the success question is another way to discover their character.
3. How well do they adapt to changing environments?
Oftentimes those working in the home service industry do not know the problem until they arrive on the job site. Ask your candidate to give examples of times when they have gone into a job prepared to handle it one way and then had to rewire that thinking due to the reality of the situation. This can reveal humility of character and also demonstrates their adaptability to a changing work environment. Plus, if you add or switch field service management software at any point, you need an employee who can learn to adapt to using this new technology.