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.

4. Add-On or Upsell Count and Amount

Here, we’re looking at repairs sold beyond the original reason for the call. Every time you enter a customer’s home your techs have the chance to sell value added work, beyond the repair itself. If you’re training your techs to sell add-on products, don’t you want to know who's doing it well, and who may need a training refresher?

5. Agreement Opportunities/Sales

Maintenance agreements are the key to a consistent client base and essential for keeping your team busy during the shoulder seasons. Every time your technician is in the home of a non-member there is an opportunity to sell. Are they delivering? You need to know.

6. Future Opportunities

Are your technicians talking to customers with forced air heat about the improved comfort that comes with a humidifier? How about the benefits of water softeners or whole-house surge protection? If the customer is interested, but not now, you need to be able to follow up on those opportunities.

How much money do you think gets left on the table just by failing to make a follow-up call to reintroduce an offered product or service? Tracking these opportunities can be the secret to putting more of that money in your pocket. These opportunities are the gold dust that’s hiding in your business. With a little work, there’s a lot of money just waiting to be panned for and earned.

7. Replacement Opportunities/Sales

Repairing a capacitor on a 17-year-old condenser, or the pilot on a 12-year old hot water tank? These are opportunities for replacement, and your techs should be offering that as an option along with the repair itself. You can determine what you consider a replacement opportunity in your business. But regardless of the conditions you establish, you want to know which of your techs is making the most of them. 

And if they didn’t sell? See the previous item. You should be setting this as an opportunity for a follow up.

Have any recommendations for additional information you’ve found to be essential? How do you make sure your team shares these details after each visit? We’d love to know — drop us a line here.

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