Phone Etiquette in Customer Service Research
Phone etiquette is a critical component of customer service research, for without it, most phone-based research calls would not be answered by research subjects. Researchers must follow well-thought-out etiquette guidelines while performing research; in order to effectively run a customer service research unit, these guidelines must be repeatedly taught and enforced by customer service supervisors.
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Making a Good Impression on Subjects
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Successful researchers know to make a good impression as soon as the subject answers the phone in a customer research call--the first two minutes are critical, and phone etiquette and enthusiasm are most important at this juncture. These researchers know to use soothing voice tones, as well as "sir" or "ma'am." The best researchers quickly and graciously inform the subject that the research survey they're calling with might further a cause they might be interested in.
Diffusing Anger Politely
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Good researchers are adept at diffusing a situation if a subject is angry, by having an unruffled and polite attitude. These researchers also know not to argue with the subject, rather, they apologize for having disturbed them, ask if they may call again, and quickly hang up. If given permission by the subject, the researcher calls back at the appointed time, but when the subject picks up the phone, the researcher always asks if he may continue with the call, as initially agreed on.
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Being Ready With a Script
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Skilled, professional researchers are always ready with their script survey, as the more of the subject's time they waste, and the more disorganized they are, the more impolite they seem. When given a new survey, the best researchers take a few minutes to go over the script, instead of rushing onto the phone.
Building a Rapport With the Subject
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Polished researchers know to build a rapport while conducting the interview; this involves not just knowing how to empathize with a subject, but also communicating that they understand the subject's point of view on the question they've posed.
Professional researchers also know to keep their opinions to themselves and maintain a warm, yet professional distance from the subject, while listening intently, and politely, and notating their answers.
Reinforcing Good Phone Etiquette
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Customer service supervisors reinforce these and other basics in etiquette in order to please their customers. Good supervisors routinely employ patience with their new researchers and initially allow them a small learning curve. If, however, a researcher consistently fails to be polite or upbeat, the supervisor must be firm, and let him go for the good of the customer and of the research firm.
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References
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- Photo Credit Phone. image by Aleksander Reshetnik from Fotolia.com
