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  • Customer Service Trap: Avoid the “Huh? Who’s This?”

    Posted: Wednesday, June 5, 2013

    by PhonePRO

     When it comes to handling customers in person, most everyone knows to smile. And yet, on the phone, how many of us make a special effort to smile in the same way through our attitude?  Do your employees convey a pleasant, ready for anything demeanor with every call? Or like so many call center technicians and customer service agents, do they tend to answer the phone as if it’s no big deal, or worse, a slight to major imposition on their day? Don’t underestimate the power of enthusiasm-or a lack of it-in the calls your customer service representatives handle on a daily basis. Genuine excitement and concern are powerful, and their importance cannot be underestimated when it comes to handling a customer call successfully. One side benefit? You’d be surprised how easily the iciest customer tends to melt when treated with real respect and enthusiasm. Does this mean that your employees need to fake happiness or artificial pep? Not at all.  But taking the time to convey a positive attitude makes a difference with every call. A positive, energetic demeanor is contagious!

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