The customer service representatives of your company are like a business card for the client. A small misstep in a phone conversation can compromise its quality and satisfaction. For instance, how do you pick up the phone correctly? And how do you lead a conversation in the best possible way? A good phone call is made by applying these 9 tips and conversation techniques.

1. Answering too quickly can startle the caller.

But picking up too slowly causes an annoyed customer. Always ensure that there is enough staff to handle busy times. If a customer has been waiting for a long time, immediately apologise at the beginning of the call for the inconvenience. During the coronavirus crisis, it was even more challenging to meet service levels. To assist you during busy times or a hopefully less frequent pandemic, we wrote a guide for you: 10 tips for busy periods during corona.

2. You never get a second chance to make a first impression

A good start is half the battle. Make sure you pick up the phone calmly and are clearly audible. This way, the client knows whom they are dealing with. Start the conversation by politely greeting the client and introduce yourself by mentioning your name or company name. Then ask the client how you can be of service. Now the tone for the rest of the conversation is set.

3. Maintain a positive attitude

The attitude you take during the phone conversation is crucial for the caller's mood. Firstly, it's important not to be thrown off by a grumpy customer. If you adopt the same negative attitude as the caller, there's a good chance they'll become even more unfriendly. So, maintain a positive attitude, no matter the disposition of the person on the other end of the line.

4. Pay attention to your tone of voice

Try to slightly raise the pitch of your voice at the end of each sentence during the call. This is more accessible for the listener than a voice that keeps dropping. Speaking monotonously is a definite no-no; it comes across as disinterested and puts callers off. Many people are not aware of their tone and pitch. Record a phone conversation or ask colleagues for feedback. This will give you an insight into your tone of voice. A specific tone of voice can also be well trained. Listen to examples in our blog post about voice tone.

5. Enthusiasm is contagious, even over the phone

Although someone on the other end of the line cannot see your smile, they can certainly hear it. Try it yourself; your tone becomes much more pleasant and cheerful when you smile. And this often has a positive effect on the caller's mood. Additionally, it also ensures a positive working atmosphere in the office. Enthusiasm is contagious, even over the phone! Even when working from home, it's important. Here's how Linda handles it.

6. Prepare well

Always have relevant information or answers to frequently asked questions at hand. This ensures you can answer questions efficiently in a phone conversation. Moreover, the client doesn't have to wait endlessly, and you can quickly proceed with your other tasks. If you're using a headset, you have both hands free to look things up or take notes. This makes you even faster (read: more customer-friendly).

7. Don't keep the customer waiting too long

If it becomes necessary to put a customer on hold, do so neatly. Ask in advance if the customer has a moment and inform them that you'll be putting them on hold. Try to take the customer off hold as quickly as possible and don't get distracted by things happening around you. After resuming the call, thank the customer for their patience.

8. Prevent errors, note and double-check the customer's details

If you need to take a message for the caller, always ask for the caller's name. Also, ask if they're calling on behalf of a company or personally. Finally, ask for a phone number. Before ending the conversation, repeat the details one last time and ask how they are spelled. The telephone alphabet below can be a handy tool here.

9. Conclude neatly

Always neatly conclude a conversation. Ask the caller if they have any further questions, inform them if needed about any actions you'll take as a result of the conversation, and always wish the caller a pleasant day. Would you like to read more? You might find the following articles interesting:

• Three steps to a more effective customer service? Here's how!

• How do you create a customer contact strategy that meets your client's needs?

• Turn an angry customer into a happy one in six steps!

• 10 tips for busy periods during corona.

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