Customer Service Phone Skills

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Phone skills for customer service are important to maintain the image of the company, so having a smile on your face, speaking clearly and eloquently and using proper diction can all be translated professionally through the phone. Treat customers on the phone well, easing their bad mood if possible, with advice from a nationally certified business etiquette and international protocol consultant in this free video on business etiquette.

Part of the Video Series: General Etiquette
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Video Transcript

Hello, this is Gabriela Garzon at G.G. Image & Etiquette Consulting in Miami, Florida. In this clip, we're going to talk about customer service phone skills. Basically, what you have to know here is that if you're dealing with a person on the other side of the phone, they are not actually interacting with you person-to-person. Therefore, when you talk to them, you need to be very pleasing and friendly over the phone so the other person on the other side can actually feel that you've been cooperative and that you are actually doing your job the way you're supposed to. For example, whenever the phone rings and you're going to answer, you're supposed to have a big smile on your face or at least have a really good attitude so, that way, on the other side, they're going to feel that you're friendly and professional. For example, "Good morning, TC Incorporated. This is Paul speaking. May I help you?" Not only the diction is a very good diction, it's friendly and professional, therefore as soon as the other person hears this, they know that they're calling a professional place no matter where they're calling, and it's going to give them a very nice and ease even if they are in a bad mood. The other thing that you have to remember is that whenever somebody calls and they have a bad mood or anything like that, you are not supposed to act like them. You're supposed to ease them or help them in any other way that will not make them feel that they're not talking to somebody who's professional and, you know, a very corporate kind of place. So once again, this is Gabriela Garzon at G.G. Image & Etiquette Consulting in Miami, Florida.

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