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How do i improve my telephone communication skills ? |
I work as a tech support sperson, and i have to speak to a lot of customers daily on phone. Sometimes the customers say i'm not friendly, or that i'm rude to them. But i never felt like that. I dont know. Any suggestions. Sometimes does not mean always. Speak calmly, clearly, and not slowly. Try your best to put yourself in their shoes. What do you think you would want to hear if you were them? How would you react if you heard what you just said? Take your time and make sure that you listen. Let them finish before you interrupt and react as a legitimate person. Place a mirror in your area where you can see yourself on the phone. Smile when you talk-the mirror will remind you. It works. I LIKE jim1965_99鈥檚 answer. I THINK I can add just a couple more tips: 1] I THINK jim1965_99 was on the right track. He was missing one thing: YOU MUST 鈥減ut a smile鈥?in your voice - not to the point of being disgustingly, 鈥渟yrupy鈥?sweet, but to do your best to give the impression you actually care about the person on the other end and the situation [鈥減roblem鈥漖 he/she is experiencing. 2] You are fortunate enough to have the knowledge. Don鈥檛 you think it would be a plus in your favor if you asked a few Qs? A] How well do you know the product? B] As long as you can get yourself out of a 鈥減ainted corner鈥? you could re-assure the person you are speaking with, you鈥檒l walk them through the situation step-by-step. C] Instead of simply telling people what to do, tell them why you think it might work OR why it didn鈥榯 work. 3] You鈥檙e in a 鈥減eople business鈥? Please treat the folks calling like they are someone you care about. A long time ago I read this in a book or heard it from one of my many mentors: 鈥淥ur customers are not an interruption of our work. Our customers ARE our work! Treat each and every customer the exact same way you would want to be treated if your positions were reversed.鈥? Thank you for asking your question. I enjoyed taking the time to answer your question. You did a great job - not only for your information, but for every other person interested in reading my answer. Thanks to everyone for reading my answer. I wish you well! VTY, Ron Berue Yes, that is my real last name. My wonderful family. The many books I have in my home library; the way I write in them, mark them up and make notes in them. My many teachers, professors and mentors. 鈥淭HE University of Hard Knocks鈥?br /> This is what I tell everyone I speak with about my computer: 鈥淚 just want to drive this animal. I鈥檓 not interested in opening up the hood and being the mechanic.鈥?br /> 鈥淒ON鈥橳 show or tell me how stupid YOU THINK I am AND how smart YOU THINK you are! Let鈥檚 work together!鈥? I have talked to many tech support people and it is important to me that they explain the processes in a general way that anyone could understand & be patient. Most of the time when a tech support is being called the caller is already frustrated that they couldn't figure it out themselves & they may have a client in front of them. Tech support gets to deal not only with helping to correct a computer process but also with assessing the mood of who they are talking to so each call even if its for the same ex. computer problem gets handled with a different personal touch. I did alot of cold calling & learned to assess each callers voice & making each call personal to the caller. There are many training tapes out there as well. One that helped me was Tom Hopkins. He has sessions on communication skills and telephone strategies. The more personal you can make each call the more success you will have. Let me know if you have more questions on this. I will look to see who some of the other training tapes were offered by. Try: info@tomhopkins.com and www.tomhopkins.com |
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