Customer Service Communication

Are you a CSR/Customer Service Representative? Do you work in a Call Center? Are you on the telephone all day? If you are, here are some important tips that will help you sound clear and confident and will help you excel at your job.

Tip #1: To have a confident voice, always take a deep breath right before you start. It may feel like it’s taking a long time to take in that breath and to let it out, but it only takes a second. Make sure that it’s an abdominal breath and that you breathe in and out slowly. This will instantly help to calm your voice and help you bring out the deeper tones of your voice, which sound more pleasant and confident.

Tip #2: Put a smile in your voice. If you’re on the telephone, you can actually smile while you’re talking or if you are on camera, try smiling for real. This will immediately put your client at ease and make them want to talk to you. Even if you have something negative to say, the smiling tone in your voice will immediately make other people feel calm.

Tip #3: What do you do if the person on the other end of the line has a complaint or gets angry at you? Keep your cool. Do all of the above. Take a deep breath. Think to yourself, “This is not against you personally. This is about the product or service.” The calmer and friendlier you are the more your listener or the person on the other end of the phone will be. Of course, always acknowledge the other person’s message. That is, if they are complaining about a service or product, say, “Thank you for your feedback. That’s very helpful. Now, let’s work out how I can help you.” But, what if the person gets angry at you and says things like, “I don’t understand you,” or “Could you please speak up?” or even worse, “Give me someone who can speak English [even though you are speaking. Some reasons for this could be: (1) the person on the other end of the line does not understand your regional dialect; (2) it could be that you’re speaking too quickly; (3) it could be that your English language is excellent, but because of differences between different countries that speak English, such as India, South Africa and Australia, the rhythm of your English is different from what the listener may be used to. Therefore, it may be worth your while to learn how to change the rhythm of your English so that people from all over the world can understand you.

Tip #4: Avoid up-tone. That is, don’t put a questioning tone in your voice unless you’re actually asking a question. Always make your tone go down, not softer, but just a pitch down at the end of a sentence to sound more confident.

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