“I’ve learned that people will forget what you said, people will forget what you did,
but people will never forget how you made them feel.”
First impressions can make or break a customer relationship. When your initial opportunity to connect with a customer happens over the phone, certain standards need to be upheld for a successful impression to be made. An answering service may just be the answer to establishing consistent quality call management in your business. Remember, it’s not only what you say but how you make the customer feel by your tone, attentiveness and ability to respond, effectively.
What is “Tone”?
Tone as defined by the Merriam-Webster dictionary is, “A quality, feeling, or attitude expressed by the words that someone uses in speaking or writing.” For instance, a salesman may provoke excitement and loyalty in a new customer by cheerfully offering an insider discount or deal as if he were a close friend. In this same line of thought, a customer support representative could let out a huge sigh or respond in a low, monotone voice, indicating exhaustion, frustration or boredom caused by the customer’s inquiry. Either way, positive or negative, the vibe given off will be felt by the customer and, ultimately, will determine whether or not he or she returns.
The Impact of Tone on Customer Satisfaction
“In the first survey conducted by Software Advice, 65% of customers preferred their support staff to have a “casual” tone”. The use of natural, less formal language, including contractions and exclamations, can be a major benefit over the phone, according to statistics, but it is also a safe route to maintain a neutral tone. Human connection and the ability to relate to customers on a personal level helps gain trust and cooperation in service support situations. A common tip for a top-notch phone voice is to smile while speaking; your smile will be reflected in your tone to the customer. In addition, there is a tone for each specific scenario. For example, if a customer is angry, a call representative would not want to laugh or crack jokes. The easier it is for the customer to gain acknowledgment through tone signifiers that he or she has been heard and is on the way to a solution, the higher acquisition and retention rates will be.
Conquer Quality Call Management
One highly ranked option to ensure consistent quality call management in your business is to employ an answering service, such as Responsive Call Center, to handle incoming and outbound customer calls, around-the-clock. Answering service professionals are highly trained on phone etiquette and customer satisfaction, and reps are an actual extension of your brand and provide customer confidentiality. Are you on top of your team’s tone? Request a free consultation from Responsive Call Center today!