A smile, the company's calling card over the phone
“A man without a smile cannot open a shop.” Chinese Proverb
When we have a face-to-face conversation with one or more people, it becomes easy to identify the emotions that each phrase generates, as we can observe their facial gestures, which may be accompanied by hand movements and body postures.
However, when these conversations are transferred to a telephone line it is somewhat complex but not impossible; the tone of voice, the speed of the dialogue, the phrases with which it is constructed and even the duration of the conversation can generate that telephone smile which ultimately is the company's calling card to the client.
During a pandemic
Call center services have seen a surge in demand, whether due to dissatisfaction with a service or for the purchase of a product, resulting in situations such as being reminded at the end of the call to wash your hands every three hours.
Leave the customer with the feeling that their complaint was heard and addressed, or that their product will arrive at their doorstep as soon as possible.
It should not be forgotten that a smile is important not only to leave a pleasant experience for the customer, but also for the physical and mental benefits, as it reduces stress, improves the immune system, to name a few.
For these reasons, the quality of the call improves considerably if the agent smiles during the call. To achieve this, it is important to foster a pleasant work environment and camaraderie that is evident not only in team successes, but also in individual and collective difficulties.
Likewise, it is important to share information with the workers, because the decisions made within the company and disseminated will make the agents feel like they are part of it, like a fundamental part of the company's operation.
Communication campaigns within the company—messages, posters, announcements, and other details—should not be overlooked, as they contribute to a positive work environment. Likewise, the importance of a friendly, positive attitude when speaking to customers over the phone should be included in staff training.
Starting a call with a good attitude will break the ice between the agent and the customer, that first barrier that exists.
All of this will ensure that the call with the customer ends in a positive rating, positions your company as a benchmark for good treatment, friendly and quality service, and is recommended to other people who wish to purchase your products and/or service.
Content Writing by: Isabel Uribe
#We invite you to read our blog post «"The ABCs of biosecurity in e-commerce"»
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