Great piece of advice learned from eavesdropping

[susandennis]

Just now, I was watching/listening to the webcam in my brother's shop. He was talking to one of the newer techs about best practices on the phone. All day long they get calls from people who are so frustrated with their computers that calling a stranger for help is their only option. We have all been there and it's not pretty.

He was talking about how to turn a frustrated customer into a happy one with patience and understanding and careful listening. It was good stuff.

But, then he said that the real key was how you answer the phone in the first place. Your tone of voice is so important. It can make the whole call better if the tone you use to answer is welcoming and inviting.

Pretend that every call coming in is a call from someone you really want to talk to - someone you are really interested in talking to.

"A trick I use is to pretend that every call coming in is a call from my sister who is someone I always want to talk to."

Awwww but, really, that is such great advice!  

Comments

[kayre]

Love the phone thing... one thing I've learned from CLC is to always add one personal line to every email. Might not work in a business environment, but surely does in a church community!

[mrdreamjeans.livejournal.com]

It is great advice! I know my customer service calls always go better when I sound warm and approachable.

[sea-weed.livejournal.com]

I had never thought of that but how true! But I do try to remember the saying 'you catch more flies with honey' when I'm losing my temper on the phone.

[tilia-tomentosa.livejournal.com]

Aww indeed! :)

[lookfar.livejournal.com]

I think that sometimes just forming your mouth into a smile before you speak does that trick.

[brigitte lichtenberger-fenz (from livejournal.com)]

Awww.... , best advice ever! :) Enjoy! (No need to blush though.)

[johncomic.livejournal.com]

He said that because he knew you were listening. :P