The beginning of any new relationship is usually an exciting time. It can also be a bit nerve-racking. That’s because you have a lot of work to do in order to truly get to know the other person. Relationship building takes time and, therefore, a lot of patience. But, imagine you had to do all of this getting-to-know-someone stuff over the phone. It’s a lot harder!
As we’ve pointed out in many blogs of past, phone conversations are void of facial expressions, hand gestures and other body language that often help for points to be communicated. Building a relationship over the phone takes a lot of skill. This is why phone work isn’t for just everyone. Especially when you consider that trust is an integral part of any strong relationship, phone agents have one of the toughest jobs in the world!
How can you develop a sense of trust over the phone? Here are four ideas:
First impressions count for a lot. When you’re speaking on the phone, be sure to remember that you’re representing a business and you want that business to be respected. Avoiding slang terms and inappropriate language is essential. As well, be sure to be on your P’s and Q’s. Kind gestures will help to establish a rapport that you can then build upon. Be sure to listen attentively and answer questions correctly. Showing professionalism will go a long way in building trust.
Try your best not to cut your caller’s off mid-sentence. You may not be trying to be rude (ie. you simply want to answer a question or correct a misunderstanding), but it is best you wait until your caller has stopped speaking before you jump in. As well, use your customers’ names. It’s often been said that a person’s name is the nicest thing he/she hears. Using names instead of “sir” and “ma’am” will help to foster friendly connections.
Don’t lie. Don’t make up answers. Don’t over-exaggerate. Customers can pick up hearing untruths. Stay away from them. In fact, the easiest way to lose trust is to be caught in a lie. If you don’t know the answer to a question, let your caller know that you’ll look into it for him/her. Even if it requires some hold time, your honesty will be much more appreciated than the made-up reply you offer.
You’re dealing with people. Not machines, not robots, not computers. It’s important to understand that your customers have feelings. They may express them to you every now and again. If a customer reveals that something bad has happened (ie. the passing of a friend or family member), be sure to show empathy. Your “humanness” is what is going to develop a strong bond between the customer and your business.
Now that you know how to develop a sense of trust over the phone, it’s time to utilize the best phone service available today! For more information about MeloTel’s cloud-hosted Commercial Phone Services, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!