If you had attended on of my PhonePower workshops dealing with enhancing customer communication over the phone, you would have heard these ‘Phil’s Faves’ strategies often:
- Your enthusiastic greeting is very important.
- Tone of voice is more powerful than words.
- Put a smile in your voice.
- Use caller’s names periodically, but not mechanically.
- Slow down … pause more.
- Mirror the pace of the caller.
- Regularly use ‘courtesy’ words, such as ‘please’, ‘thank you’, ‘you’re welcome’, ‘my pleasure’, ‘I’d be happy to…’, etc.
- Ask good, clear and specific questions.
So, go blow the doors off your next customer phone conversation … and let me know how it went.