This one is a great piece of common sense advice for customer service agents and for call centre training. Sonia Brookes came on a course in Burton on Trent recently and sent this story in.
“Recently I had a lady call me from a market research company. I have worked in market research, so I usually give them my time. However in this instance I refused, based on the fact listening to her monotone voice was a little short of depressing. The moral of the story is always smile whilst your talking to a customer and it reflects in your voice.”
This is one of the key things we discuss early on our training courses for telesales, telemarketing and customer service teams. Remember the grey voice ?! (an exercise those of you have attended the course will no doubt remember.) This is so important that in this instance it prevented the caller even getting past first base ! Dreadful ! There is an audio CD that covers this subject on the Associated Learning Systems website. Check it out http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=20 For just £16.99 you will hear about the fundamentals of communication. This person obviously hadn’t !