How to Provide Good Customer Service Over the Telephone

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In Brief...

Customers who call companies expect to be treated professionally and with courtesy. Providing good customer service over the telephone can sometimes be difficult, but there are some things you can do to provide your customers with the best experience possible over the phone.

Instructions

  1. Use a Professional Tone – A professional tone will go a long way toward providing the kind of customer service people expect. You can be professional without being haughty, and still be casual enough to put your customer at ease.
  2. Be Sincere – Providing honest information using confident language will help your customer trust you. Make sure you use a sincere tone, as well as language that shows you understand the situation. Saying "I don't know" without adding a caveat like "but I will find out for you" will not instill confidence in your customer.
  3. Speak Well – When speaking, be sure to enunciate clearly, ask for the correct pronunciation of names, and use language your audience will easily recognize. Using technical terminology or business jargon associated with the industry may not be understood by customers, so be sure to state terms in understandable layman's language.
  4. Stay Positive – Smile when you are speaking, as it will show in your tone. Don't talk too quickly or too slowly. Moderate your tone so you are not speaking in a monotone, and keep the conversation upbeat whenever possible.

Author: Janie Sullivan

Janie Sullivan, MBA, MAEd, has been teaching adult learners for over 20 years. She has taught online over 15 years, specializing in writing, communications, and small business applications. Janie directs the Center for Writing Excellence where she offers writing, editing, and formatting services for writers. She has been published in several newspapers and magazines as well as multiple online sites. She teaches communication, business strategy, leadership, and management courses. Janie has published a book "Develop and Deliver an Online Class." This is the third book she has written about writing and teaching online. She also has published a novel and an anthology of short stories.

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