I lost my voice today. Well, it’s not completely gone. I can talk; I just sound like the Crypt Keeper. This cramps my style as a remote call center operator. As the point of contact with customers, I try to keep my voice upbeat and helpful. But sometimes things happen. In this case, cold season struck.
There is a bright side. I’ve been forced to sharpen the other customer service tools in my arsenal. It’s too easy to rely on a chipper tone. But a friendly voice is nothing without these basic customer service skills.
The Golden Rule
Every caller is a person. Even when the phone has been ringing nonstop. Even when the caller is upset and doesn’t want to be soothed. Even when you don’t feel well and you only have five minutes left on your shift. Empathy is easily the most important skill when dealing with people on a daily basis. If you act from a genuine place of empathy, good customer service comes naturally. Put yourself in each caller’s situation and treat them exactly as you would wish to be treated. It’s trite, but it works.
Listen Up
Your voice is only part of the equation. It’s easy to half-listen while figuring out whether to transfer the caller, take a message or access an on-call schedule. Multi-tasking is great; just make sure it’s not taking your attention away from the caller. Take your time. Hear the person out before you decide how to handle it. Show the customer you’ve been listening by repeating back what they’ve said. Don’t parrot them. Put it into your own words. Many times, if a caller has an issue, the simple act of listening with full attention goes a long way to diffusing the situation.
Let It Go
Do not take things personally. If you have a particularly upset caller, remember one thing: They are not mad at you. They are upset with the situation. When faced with anger, a knee-jerk reaction is to get defensive. This helps no one. Have compassion for the caller’s bad day, hang up, and let it go. Don’t let it snowball into your next call.
Those are my top three tips for providing great customer service. I’d love to hear yours!
