Acknowledging the Inside Scoop
When a customer, whether internal or external, has an issue, the good listener acknowledges it. By empathizing, the person feels you understand him and becomes more receptive to hearing what you have to say. He or she becomes less hostile. You build rapport. Do not...
Talking to People Where Language is a Barrier
Guest Author By Deb Kowalczyk, M.A.— Director Clearspeak Why Work on My Accent? Whether you speak with a foreign accent or regional dialect, it can impact your job performance and affect the way you are perceived by customers, co-workers, and employers. Although the...
Hey, Let’s Move This Along
Have you ever wanted to say to a caller, “Hey, let’s move this along?” Sometimes, it seems like our customers will never end the call. If there are calls in the cue, long-winded customers can make our lives very stressful. To manage calls more efficiently, pay...
The ABC’s of Coaching Peak Performers
Nobody is born a peak performer. Just ask any professional athlete. They achieve excellence by being coached and by practicing. They never accept that they are “good enough.” They strive to get better. To coach peak performance in a call center environment, the...
7 Things Never to Say to a Customer
The health and well being of your organization depends on the service your customers receive. If they receive stellar service, then customers smile and stay loyal. If they are not impressed, they begin to look elsewhere. There are some phrases inside sales, technical...
Power Listening Lessons
Listening is the number one skill for success in business today. Poor listening skills make people angry and make them feel you don’t value them. They affect all relationships, especially business relationships. Most people think they are good listeners. In reality,...
How Can I Lead Them If I Can’t See Them!
In the old days, managers saw their direct reports daily. They may even have eaten lunch with them or been on the same company bowling team. However, today, managers often oversee people around the globe, in places as far away as India, Kuwait or Korea. The days of...
Defending Yourself Against the Mad Caller
Picture that you have answered the phone and the caller begins with a raised voice. Without any seeming provocation, the person on the other end of the line starts making threatening statements and even swearing. How do you defend yourself against this mad, out of...
Feedback—What Are the Problems
George Bernard Shaw said the problem with communication is the illusion that what has been said has been understood and accepted. People are often given “suggestions” on how to do their jobs faster, better, or cheaper. Yet, many of those suggestions fall on deaf ears....
What Kinds of Questions Do You Ask
As inside sales representatives, the way we close business is by asking questions. Often, we ask the same questions of each customer. Sometimes, these questions move people to make decisions, but at other times, they don’t, leading us to wonder “what happened?”...
Customer ESP Comes from Listening
It isn’t easy to do business by phone. Those that are successful have a clear understanding of their customer and the person’s issues or needs. Extra Sensory Perception or ESP concerning our customers comes from being an observant listener. By listening to the...
How to Say “NO” Effectively
Saying “No” to a customer is difficult. If it is done in the wrong manner, it can mean escalating a problem or even losing a customer. There are two things to consider before you do say “no” – why and how. Why Before “no” escapes from your lips, examine why saying...
Why Your Tone of Voice is a Problem
When callers hear your voice on the other end of the line, they imagine the person behind the voice. If they like what they hear in the tone of your voice, chances are they will perceive you as knowledgeable and confident. If they don’t like your tone, they may want...
Service Has a Feeling
People who rave about the service they receive from an organization expect more than the resolution of a problem. They want to “feel” valued as a customer and to be given special treatment. For customers to conclude the service has been excellent, phone reps need to...
Breathing, the Source of Your Vocal Power
Our voice is our calling card when we conduct business on the phone. If we want to make a positive impression, our voice should communicate warmth, friendliness, sincerity, and confidence. The question is how can we do it? The source of our vocal power is breathing....
Lower Customer Stress and Achieve Customer Loyalty
Picture for a moment your customers on the other end of the phone line. Whether they show it or not, many of your customers are highly stressed. They feel tremendous pressure from their own management team to do things faster or cheaper. When they purchase from your...
Do I Need to Work on My Accent?
Guest Author Deb Kowalczyk, M.A.—Director, Clearspeak Why Work on My Accent? Whether you speak with a foreign accent or regional dialect, it can impact your job performance and affect the way you are perceived by customers, co-workers, and employers. Although the...
Tips For Managers On Surviving Peak Periods
In any call center organization, there are times when we are very busy and times when we are very slow. When it is hectic, it is easy to feel overwhelmed. Don’t despair. There are some things that you can do as a manager that will help you survive peak periods. Start...
Everything About Your Voice Matters
When callers hear your voice on the other end of the line, they imagine the person behind the voice. If they like what they hear in the tone of your voice, chances are they will perceive you as knowledgeable and confident. If they don’t like your tone, they may want...
Shut up and Listen!
The number one complaint customers express about any call center representative is reps don’t listen. When asked what reps should do differently, responders say “Shut up and listen!” Listening is a critical skill for anyone in the service industry. Yet, most people...
Credibility Busters
Listeners on a call or web session make instantaneous decisions about the speaker’s trustworthiness. In fact, they often feel they have a clear read within seconds. Be aware the following missteps can be costly and can inadvertently “bust” your credibility.
First Impressions are Lasting, Particularly on the Phone
Making a good first impression is essential to anyone in today’s business world. Obviously, it is more difficult to do when you are not face-to-face.
How Can I Lead Them If I Can’t See Them!
In the old days, managers saw their direct reports daily. They may even have eaten lunch with them or been on the same company bowling team. However, today, managers often oversee people around the globe, in places as far away as India, Kuwait or Korea. The days of...
Calming the Difficult Customer
The success of any company depends on effectively dealing with upset customers. When customers feel in times of distress that they have been treated with the utmost respect, they remain loyal and recommend the organization to others. Paying attention to these seven suggestions is the key.
Hey, Let’s Move This Along
To end your call, start using the listener’s name and start speaking in the past tense. “John, I am so happy we were successful in troubleshooting your problem. Is there anything else I can help you with today because I know you want to get back to work?” Before you terminate the call, be sure to go over any action items for the customer.
Listening, the Key to Your Success on the Phone
A tough economy puts a lot of pressure on everyone. Clients are more and more demanding, especially when doing business over the phone. Good listening skills are essential. Yet, most people do not excel at listening. Researchers tell us that people listen effectively...
Globe Smarts for Effective Virtual Presentations
Do you communicate with people located elsewhere in the world? If you do, it is important to have “Globe Smarts.” You cannot communicate over the phone as if the audience is exactly like your home audience. You have to be savvy about speaking multi-culturally and make adjustments in what you say and in what you show on your slides. Here are a ten quick tips.
What Do People Hear in the Tone of Your Voice
A good portion of anyone’s day is spent on the telephone. Everyone wants to make a good impression, but it’s the first few words out of your mouth that determine whether people will perceive you in a positive or negative manner or whether they will trust and believe you.
Listening: How to Do It When You Least Feel Like It
Being a good listener is the most important tool anyone who works on the phone can have. The problem is that there are many times that listening is a challenge. We daydream. We get distracted by others or feel preoccupied with things in our personal lives. We feel...
You Need to Love Your Customers or Someone Else Will!
Remember the old song by the Beatles, “All We Need Is Love?” Well, that’s the tune your customers are singing. If you don’t show you “love” them, someone else surely will. In fact, your competitors are eager to do just that. In today’s day and age, there are a lot of...
Here’s How to Be Perceived as a Polished Professional on the Phone
Before you start worrying about building brand identity through marketing and public relations campaigns, you might start thinking about the image you and other employees are projecting when making or taking a phone call. Obviously, when customers can’t see you, the...
Acknowledging – the Inside Scoop
When a customer, whether internal or external, has an issue, the good listener acknowledges it. By empathizing, the person feels you understand him and becomes more receptive to hearing what you have to say. He or she becomes less hostile. You build rapport. Do not worry that this will lengthen the call. It will actually facilitate moving the customer into problem solving mode sooner. Most acknowledgements take only a few seconds anyway.
Sail Past the Gatekeeper
Wouldn’t it be great if when we called a business person, we would actually get him/her on the other end of the line? The reality is that nine times out of ten, we end up talking to the person’s voicemail or the administrative assistant. Decision-makers are busy and...
Who Do You Trust?
Trust and credibility is essential for anyone selling an idea. To insure that people believe your words, make sure that the tone of your voice is not an issue – that it supports and matches the words you are saying. It is your best tool for persuasion.
Fast Talker? It’s Not Okay
Do people ask you to repeat a lot? Do they tell you to slow down? If so, you are a fast talker. It might be alright to be a fast talker at home or with friends and family, but it is definitely not okay on the job, especially if your primary communication with others...
Do Your Customers Hate You?
There are a lot of reasons why I hate calling Customer Support. It doesn’t matter what company. The issues remain the same. If I had a wish list, these are the things I would like to see changed- immediately! The first thing that bugs me is long waits with a message...
An American Accent — Here Are Some Good Resources
In one month, Impact Communications received 17 requests for help in achieving an American accent. We heard from actors and actresses living outside of the U.S. who want to expand their career options. We also heard from inside sales and call center representatives in...
Make Your Difficult Callers Relax with the AAH Technique
Does this sound familiar? You pick up a call in the cue in your normal professional manner and the caller on the other end of the line explodes. The person has been in cue for ten minutes, and when he does get a live person—you, he starts ranting and raving about his...
How to Hire Super Stars for Your Call Center
Call centers are the heart and soul of an organization. Customers form an impression of you and your organization within seconds based on the person on the other end of the line. If the first impression of a call center representative is positive, customers will be pleased and continue to do business with you.
What to Do When the Customer Will Not Let You Talk
How many times have you had customers who seem like they are on a rampage. They won’t let you talk or try to resolve the problem. They seem to repeat the same story over and over. Understanding why that happens is the first step to dealing with the issue. Typically, it is the result of four critical missteps on the part of the customer service or technical support person.
Speak Up!
Soft voices are the bane of many people. As a soft talker, you may think it is not such a big issue. However, for your listeners, a voice that is not clearly heard is maddening. It causes people to interrupt or to tune out, especially if they are on a long conference call. Most people with soft voices feel it is just something they are born with, and there is nothing they can do about it. In fact, to them, their voice sounds plenty loud enough since it is bouncing off the gray matter in the skull. There are some solutions.
Inflection Matters!
A voice with inflection is captivating and motivating. It commands attention and makes people want to hear more. A voice without inflection is flat, a monotone. An uninteresting voice bores, annoys and confuses those having to endure it. As you consider how you might up the bar in your customer service skills, record your voice and review it as if you were a customer. Is it a voice a customer would like to hear? If not, make a conscious decision to bring more inflection into your voice. Consider the following suggestions.
Put That Smile Back on Your Customer’s Face!
Customers today are busy; some are overwhelmed by the myriad of tasks they now have to perform. When they call your help desk or customer care center, they are often frustrated and anything but pleasant. You can put that smile back on their face, and here is the way to do it.
Globe Smarts for Virtual Presentations
Do you communicate with people located elsewhere in the world? If you do, it is important to have “Globe Smarts.” You cannot communicate over the phone as if the audience is exactly like your home audience. You have to be savvy about speaking multi-culturally and make adjustments in what you say and in what you show on your slides. Here are a ten quick tips.
The Problem with NOT Pausing
Pausing is the most under-utilized tool that a speaker has. Most people who use the phone to conduct business only concern themselves with their message. For example, they want to explain a product, fix your software or update you on month-end results. They forget that how you say it matters. When a voice “sounds” great, the speaker is pausing a lot. If you aren’t pausing, here are the risks you take.
Do You Ask a Variety of Questions or the Same Old Ones?
As inside sales representatives, the way we close business is by asking questions. Often, we ask the same questions of each customer. Sometimes, these questions move people to make decisions, but at other times, they don’t, leading us to wonder “what happened?”...
Attentive Listening
Everyone knows listening is a critical skill for people who do business over the phone. What is important to remember is that listening needs to be continuous. We must listen attentively before, during and after we finish talking. Before: Listening before responding...
How You Keep People Engaged in a Virtual Meeting
Virtual meetings are a perfect storm. Since attendees know they are not seen, they are often tempted to do additional things. People check email and voicemail. Some even let the dog out or do laundry! If you are the host, multi-tasking attendees are not what you want....
Did You Have Them at Hello: Your Tone of Voice is What Counts!
A good portion of anyone’s day is spent on the telephone. Everyone wants to make a good impression, but it’s the first few words out of your mouth that determine whether people will perceive you in a positive or negative manner or whether they will trust and believe you. In fact, studies confirm that your impact over the phone is established within four-seven seconds through the tone of your voice.
Defending Yourself Against the Mad Caller
Picture that you have answered the phone and the caller begins with a raised voice. Without any seeming provocation, the person on the other end of the line starts making threatening statements and even swearing. How do you defend yourself against this mad, out of control caller? Should you just hang-up and hope that someone other than you gets to deal with the individual next time? A common sense approach, coupled with TLC and good listening skills, typically works. Someone who is angry IS capable of behaving calmly and rationally.
Want People to Return Your Voicemail? Here’s How!
Want People to Return Your Voicemail? Here’s How!
What Kind of a Listener Are You — It Matters!
Approximately, eighty percent of our waking hours are spent listening. You would think,
by the sheer fact that so much of our time is devoted to listening, we would be fantastic at it, real superstars. The reality is not very many of us are good at listening because of the way we listen. There are three levels of listening: passive, judgmental and active. The one that takes the most work is active listening, and, often, it is least used. Consider the following levels of listening and assess which modality you routinely use and whether it gets the results you want.
Your Voice Affects How People Perceive You
Your voice is critical to your success when doing business over the phone. To establish trust and leave a positive impression, your voice must consistently sound upbeat, warm, under control and clear.
You’re the Host of Your Teleconference – So Act Like One!
Instead of face-to-face meetings, many of us facilitate teleconferences or meetings over the phone. Without seeing people’s responses to our points, teleconferences can prove to be challenging. To be successful, one has to think of being the host of his or her own radio show and do what disc jockeys or newscasters do.
Hanging on by a Thread? How You Can Help
Franklin Delano Roosevelt once said, “When you get to the end of your rope, tie a knot and hang on.” It sounds like sage advice. However, many people working in customer support will point out that they have been doing that for quite a while. They wonder how much longer they can hang on. Doing jobs once done by four other people or facing abusive and demanding customers on a daily basis does take a toll. The following are some practical suggestions for managers and supervisors.
Sell Value and You Will Close the Sale; Sell Me Stuff and You Won’t!
Business professional today are busy-really busy. They have a million things to do before they end their day. The last thing they want is to be interrupted with a call from a sales person trying to sell their latest product or service. Inside Sales people need to remember that customers don’t buy stuff; they buy value, especially in today’s troubled economy.
Making Training Stick
Customer service organizations spend thousands of dollars each year on training. The hope is to improve skill sets, increase productivity, close more business or create customer loyalty. While typically there is a “bump” in improvement after any class, over time, the effect of the training seems to diminish. So what is the answer to making training stick?
Listening X’s 3
Everyone knows listening is a critical skill for people who do business over the phone. What is important to remember is that listening needs to be continuous. We must listen attentively before, during and after we finish talking. It demonstrates respect and shows you care
Lessons Learned from Toyota about Customer Complaints
Customer complaints are painful, but through pain, there is gain. With the knowledge of what isn’t working with the customers, companies can make the appropriate changes, whether it is to a product, service or process. There are three tips for making the most out of customer complaints. Take all complaints seriously; look for trends and then make it easy for customers to complain.
Why Your Tone of Voice is a Problem
When callers hear your voice on the other end of the line, they imagine the person behind the voice. If they like what they hear in the tone of your voice, chances are they will perceive you as knowledgeable and confident. If they don’t like your tone, they may want to speak to a supervisor or another phone representative. The tone of your voice should be sincere and friendly, no matter whether this is the 30th call of the day or the first.
- Facilitating Workplace Disagreements
It would be nice if we could wave a magic wand and have all workplace disagreements disappear. In the close confines of a call center or an inside sales organization, a conflict will happen. As the manager, you may be asked to assume the role of a mediator. It is important that you understand what […]
- How to Mold Outstanding Reps
Nobody is born as a peak performer. Just ask Serena Williams or Simone Biles. They achieve excellence by being coached and by practicing. They never accept that they are “good enough.” They strive to get better. To coach peak performance in a call center environment, the manager should remember some simple ABC’s: have the right […]
- So What If I Speak Fast
A lot of us speak quickly when we are on the phone with our customers or clients. Sometimes it is because we have so many calls in cue or because we feel pressured to get on to the next call. Whatever the case, it is a habit that can cost us business. Why? When we […]
- The Grave Digger’s Shift – What to Consider When Presenting Later in the Day!
Is your presentation scheduled for 3 p.m or even later? If so, you’re in the Grave Digger’s Shift. In fact, any time you speak in the afternoon, you run the risk of digging your own grave. People are tired and typically have a lot to do before they end their day. You absolutely cannot present information the same way as you would in the morning when people are fresh and less distracted. Here are some key things to remember.
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