Saying things like “ dude,” “ yeah,” and “ um” will detract from the quality of the interaction, making constructive problem solving harder to attain. The last thing you want to do is confuse the customer on the line or make them feel inferior. Don’t use overly complex vocabulary or jargon. Enunciate and use simple words and phrases. Whenever you are on the telephone, speak clearly. The ability to understand what someone is saying on the phone separates a productive conversation from one filled with tension. See our pages on and Conversational Skills and Charisma for more information. Find a middle ground, and always vary your inflection in order to make yourself sound natural and interested. A monotone sounds boring and unenthusiastic.Ĭontrolling these factors and smiling will ensure a positive tone on the telephone and will greatly improve your customer service skills. Meanwhile, a low pitch can sound harsh, especially over the phone. Try timing yourself in order to ensure that the rate at which you’re speaking falls into the 130 to 150 words per minute range. Keep the pitch of your voice in mind while you’re on the phone as well.Ī high pitch connotes youth and often fails to suggest an authoritative image.
Match this rate while on the phone.Īnything faster will be difficult for the customer to understand while anything slower will give the impression that you are slow and lazy. The average individual speaks at a pace of 130 to 150 words per minute. Control your rate of speech, your pitch, and your overall timbre. Smiling as soon as you connect with the customer will begin the interaction positively and create room for a productive and friendly exchange.Īlso, be aware of your vocal qualities throughout the call. Although it may be a bit of a cliché, a smile can truly be heard through the telephone. When you answer the phone, smile as you greet the person on the other line. Projecting an enthusiastic, natural, and attentive tone while on the phone can help a customer feel comfortable during a conversation. To improve your telephone communication skills, be sure to master the following tips: 1. Without seeing an individual’s face, messages can become muddled and meanings misinterpreted. Talking with a customer on the phone can often be a difficult task.
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