10th
2007
Smiling Over The Phone Is a Must For Great Customer Service
Let’s look at some facts and see if we can get to the end of this dilemma that Jeff talked about over at the Contact Center Blog in this post.
FACT: Smiling is something humans do as a sign of pleasure.
FACT: Pleasure is something call center employees tend to lack in their jobs.
OBSERVATION AFTER FACTS: Smiling has no place in the call center.
While the facts tend to be right on, the observation is completely wrong. I urge you to conduct a test. Call two friends and say two lines to them. “I really appreciate your friendship, you’re a great friend.” You’re going to say this two times, one time with a smile and one time without.
After you say this line, ask your friend if he/she could tell when you’re smiling. I will guess that most of the time your friend will be able to tell when you’re smiling, even if you’re on the phone!
Smiling is not only contagious, but it also conveys satisfaction and pleasure, something your callers will love!
Posted by Admin in Call Center Tips, Customer Service with no comments.