Developing good phone skills is one of the important lost arts of effective customer service. Most people don’t realize it, but communicating with customers by telephone presents some major obstacles and difficulties that can affect the quality of your customer service efforts. In order to understand what makes relating to customers by phone so tricky, you have to understand something called the 60-30-10 rule
Over forty years ago, Dr. Albert Mehrabian, professor of psychology at UCLA, began a life-long study of certain keys for effective human communication. He discovered there are three components involved in human communication, and each one has a certain impact on the believability of the message being shared. Put another way, people --either consciously or unconsciously– weigh three different factors when they are trying to decide whether to trust what you are saying ? or not. He found that 30% of the trust factor is in the tone of voice – the way you sound when you talk. The information you are sharing only accounts for about 10% of what your customer focuses on when deciding to trust you. What the good doctor found is that body language alone– your physical positions, facial expressions, eye contact and gestures -- counts for a whopping 60% of the "trustability" of the message we are trying to send to others.
Now do you see what you are up against when you deliver customer service on the phone? You start out with one hand tied behind your back because your customers can’t read your body language! With a whopping 60% of the communication process missing, your customer really has to struggle to find a basis for wanting to trust you. Of course, the facts you are giving him are important, but while you are trying so hard to give him good information through your words, more than anything, he is listening to your voice. Tone of voice becomes the major factor in working effectively with customers over the phone.
The vocal style of a customer service rep will affect the customer in three ways:
Articulation has a huge impact on the impression you leave with your customer. The way you speak and deliver your words can either be attractive and comforting, or confusing and disturbing. The best way to work on articulations skills is to practice often, using real phone equipment and a tape recorder. By working and reworking your delivery, you will begin to sound more professional and believable. Pay attention to the following important factors:
1. Speak in a natural tone of voice. Visualize the customer on the other end of the phone. Smile and use gestures, just as if you were face to face with your customer. I know it sounds odd, but this really has a positive impact on your deliver!
2. Adjust your rate of speech to the customer’s. But increase it just a little. If you’re speaking to someone from New York, speed it up some. If you’re speaking to a customer from Louisiana, slow it down some. Then increase your rate just a little: The difference will imply confidence and knowledge to the listener.
3. Pattern your volume after the customer’s - but only to a degree. A very low volume indicates timidity, indecision. A very loud volume implies self-importance and bossiness.
3. Change your diction. Listen to yourself in your practice sessions. Do you enunciate each word so it can be easily understood? Your diction is to phone conversations what your physical appearance is in face-to-face meetings. When diction is neat and tidy, your listener will perceive that you are conscientious and capable.
4. Rhythm and modulation should be varied. Speed up occasionally. Use pauses for effect. But be careful: Too much inflection may communicate confusion, dizziness, or nervousness. Too little inflection may be monotonous and colorless.
5. Good body posture will help you to speak energetically and naturally. Sit up straight and keep your head up as much as possible. Take two breaths before you begin your call. This is another tip that really pays off!
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October Customer Service Quick Tip of the Month – What Else Can I Help You With Today?
Sometimes it seems almost like a lame, mechanical after thought; you have spent some time working with a customer to resolve an issue and right before you hang up you say something like, “Is there anything else I can help you with today?” Most of the time, the answer is a polite, “No thanks,” and that is the end of the conversation. But not always! For a certain percentage of your customers, this invitation jogs their memory or inspires them to open up and ask a question that they might not have asked if you didn’t open the door for them. These open doors very often lead to new business for your company. So make sure you don’t ask this question with a lame, mechanical tone in your voice. Make it a warm, sincere invitation; make it sound like you are looking forward to helping them with something else. It will definitely pay off in the long run.
