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July 26, 2016

Listen for Vocal Cues

The absence of visual cues makes customer CARE by phone challenging since all you have are vocal cues to evaluate the effectiveness of the service. You need to use your voice, and you need to carefully listen to the customer’s voice.

Your voice should communicate confidence, friendliness, warmth, calm, and enthusiasm.headset

  • Sit upright and speak slowly and clearly.
  • Use a headset.
  • Take notes.
  • Be concise.
  • Avoid fillers like “um,” “uh,” “like,” “you know,” and so on.
  • Important information is often communicated with words like, “The point is….”
  • An objection is likely to start with, “Here’s the thing…” or, “Yes, but….”
  • Confusion may start with, “What I need you to understand….”
  • Long pauses may mean the customer doesn’t understand something or is taking time to process what was said. Use prompts like, “Is anything unclear or confusing?”
  • An uncertain tone requires you to reinforce the message and maybe paraphrase the content in a slightly different manner.

Check out my blog post Shhh! Listen! for more information.

This post is from my new program,  Creating a Positive Customer Service Experience. This 3-hour workshop will help your team deliver customer CARE in person, on the phone, and in writing. Contact me for more details or to book this new program!

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