Laura Gates of AgentBlog asks us What's In Your Communication Tool Box? after attending a class on customer service through phone skills. The one thing that Laura learned is:
"You have 15 seconds or less to make a good first impression over the phone and only 40 percent of your ability to make that impression."
It's one thing to make an impression in person when you're face-to-face with a customer, but on the phone you really have to be "on point". You can hide behind the mask of a smile when you're in front of the customer, but on the phone most customers can instantly detect how you're feeling from the moment you say that first word.
Laura gives us her phone tips:
"The key is putting a smile in your voice. Hang a mirror next to your phone or put up a funny picture so you can smile each time you answer the phone. Sit up straight and make sure that after greeting the caller, you offer them assistance with their matter. Put away what you might be working on at the time so that you can give your full attention."
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