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


Rachel Lama
Customer Success Manager
August 6, 2019
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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. 

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.

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