How poor telephone etiquette can lose a customer in 5 seconds or less

Have you ever called a business and the person who answered the phone spoke so quickly that you doubted you called the correct place? Did you ask for the customer service rep’s name and not understand the reply, feeling embarrassed to ask again? The problem with this poor first impression is that it’s a long lasting bad impression. We form our opinions about angry call center ladyothers and the businesses they represent in the first 5-10 seconds of an interaction. And, if we start with a bad first impression, it’s hard to change it to positive one later. And, if I actually have to drive to an actual location, I will most likely enter the business with a bad attitude from the start.

Strategies that Turn it Around:

  1. SLOW DOWN your rate of speech and enunciate—no matter who’s calling. Make that first impression positive.
  2. BE PRESENT. This may involve cleaning your work area—and especially your mind—to be free of distractions and clutter.
  3. FLIP HOW YOU THINK. Don’t think of a ringing telephone as an interruption. If you think it’s an interruption, you will sound like it’s an interruption—not a great first impression.
  4. SMILE before you dial—yes, it’s an old saying, but it’s still applicable today. Can you tell someone’s mood by how they answer the phone? Of course you can.
  5. MATCH your customer’s rate of speech speed. If a customer is in a hurry and is speaking quickly, remain friendly, but pick up your pace. If the customer speaks slowly and softly, you should do the same. People like people who are similar to themselves. So, the quicker you mirror them, the quicker you will build rapport.

Remember:  Customers use the phone to talk more than any other form of communication.  Therefore, it’s important to know and follow appropriate telephone etiquette, especially when we want to make the most of our first impressions.  As call center representatives, you are the face of your company and a reflection of its brand.

What good or bad telephone experiences have you had with service companies? Please share in the comments section below.

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