How To Make Calls To Win Customers - VICTORIA IBANGA

How To Make Calls To Win Customers - VICTORIA IBANGA was established in , Built by in .

There is a set of etiquette rules to adhere to when dealing with customers over the phone. When speaking to a customer over the phone, your tone of voice - how you speak - is just as important as the message you're trying to pass across. Probably more, some might say. Making sure you sound good over the phone is critical to building a good rapport with your clients. Like all things done at a professional level, this takes practice to get good at. Here are some of the techniques you could use to get the person on the other end of the line to really like you.

CLEAR YOUR THROAT BEFORE COMMENCING THE CALL

This sounds like a no brainer, right? But many seem to not know the import of that. A couple of "ahems" will make your voice sound more fluid and clear, especially if you haven't spoken in a while.

ALWAYS ADDRESS THE CUSTOMER BY THEIR FIRST NAME

It was Dale Carnegie who said that the most important sound to any one in English Language is his/her  first name. Learn to address the customers by their first name. Of course, this goes without saying that you have to start by introducing yorself, which then prompts the customer to respond with theirs - or you ask them. Getting on a first name basis with the customer helps establish a personal connection with them and reassures them that they aren't just some random customer to you.

SHOW ENTHUSIASM OVER THE PHONE

One way to positively affect the inflection in your voice is to smile. Smiling while you speak to a customer makes your voice sound warmer to them. If you can't bring yourself to smile without inspiration, keeping a photo of a loved one or something or place that you like on your desk often helps initiate a smile when you make eye contact with it. Also, depending on how well you love what you do, the thought that you're about to bring satisfaction to someone at the other end of the line should be pleasing to you.

BE SUCCINCT

While trying to sound enthusiastic to the customer, ensure that you don't slur your voice, talk too fast or babble. Succinctness is key when you speak with a customer. Pace yourself, be audible and clear so that the customer can hear every word you say without strain.

LISTEN MORE

By listening, you actually create space for your prospect to speak (and to think), and because of that, you are allowing the conversation to flow. When the prospect has had a chance to get their thoughts and feedback out, they feel comfortable with you and get the sense that you actually care about them/their needs.

BE RESPECTFUL EVEN WHEN THEY ARE NOT

This is a golden rule. Keep your cool and be professional, even and especially when the customer doesn't give you a lot of reasons to be. Chances are they will feel embarrassed at themselves and apologize after a while if you keep your cool. There you have it; six easy ways to sound nice on the phone, once you implement them, you will make more connections and close more business as well.  

• Victoria Ibanga is a Customer Support Officer at Hotels.ng