When working as a customer service representative, you’re representing a company. Each customer’s interaction with you may be their only interaction with that company. Your voice at that moment is the voice of that company. So it had better be a professional voice.
What does a professional voice mean? Does it mean polite, friendly, and straightforward? If you work at Dick’s Last Resort, no. Professional at their restaurant means being snarky, quick-witted, and obnoxious, as this restaurant is famous for its hilariously rude servers.
How do you define professional behavior? A behavior aligned with your company’s standards, values, and beliefs.
As customer service reps, the company’s standards are usually helpful, friendly, reassuring, and patient. So here are some two tips on how to talk to customers to make sure every call ends with your customers hanging up with a smile.
Call Them By Their Name
There’s deep consumer psychology rooted in using a customer’s name when you serve them. It’s not just helpful; it’s critical!Use the name they provide. If they give you Michael, don’t call him Mike. And if the name you read is Alexander, don’t call him Alex.
Try not to give nicknames to people you’ve just met.
Bring the Same Energy
Code-switching is a powerful tool for bringing the same energy, using your customers’ language and tone.
If your customer jumps on the call cracking jokes and obviously in a light mood, join them in the humor to help establish rapport. Meeting your customer where they’re at in their attitude will communicate understanding and empathy.
If you detect frustration or “I’m over it” energy from their tone, take on a direct and to-the-point style. Trying out a joke on a frustrated customer could do more harm than help.
Do Not Mimic
And lastly, if you notice an accent different than yours, do not mimic or purposely use broken English to sound like them. That’s a widespread mistake made to sound relatable. It is more condescending and offensive than anything.
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