\t\t\t\t![\"remote](\"https:\/\/storage.googleapis.com\/answerconnect-blog\/iStock_000018092633XSmall-300x199.jpg\" "\\"Voice")
I lost my voice today. Well, it\u2019s not completely gone. I can talk; I just sound like the Crypt Keeper. This cramps my style as a remote call center operator. As the point of contact with customers, I try to keep my voice upbeat and helpful. But sometimes things happen. In this case, cold season struck.<\/p>\n
There is a bright side. I\u2019ve been forced to sharpen the other customer service tools in my arsenal. It\u2019s too easy to rely on a chipper tone. But a friendly voice is nothing without these basic customer service skills.<\/p>\n
The Golden Rule Listen Up Let It Go Those are my top three tips for providing great customer service. I\u2019d love to hear yours!\t\t<\/p>\n","protected":false},"excerpt":{"rendered":" I lost my voice today. Well, it\u2019s not completely gone. I can talk; I just sound like the Crypt Keeper. This cramps my style as a remote call center operator….<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"wl_entities_gutenberg":"","footnotes":""},"categories":[4],"tags":[],"wl_entity_type":[273],"class_list":["post-2470","post","type-post","status-publish","format-standard","hentry","category-answerconnect-services","wl_entity_type-article"],"yoast_head":"\n
\n<\/strong>Every caller is a person. Even when the phone has been ringing nonstop. Even when the caller is upset and doesn\u2019t want to be soothed. Even when you don\u2019t feel well and you only have five minutes left on your shift. Empathy is easily the most important skill when dealing with people on a daily basis. If you act from a genuine place of empathy, good customer service\u00a0comes naturally. Put yourself in each caller\u2019s situation and treat them exactly as you would wish to be treated. It\u2019s trite, but it works.<\/p>\n
\n<\/strong>Your voice is only part of the equation. It\u2019s easy to half-listen while figuring out whether to transfer the caller, take a message or access an on-call schedule. Multi-tasking is great; just make sure it\u2019s not taking your attention away from the caller. Take your time. Hear the person out before you decide how to handle it. Show the customer you\u2019ve been listening by repeating back what they\u2019ve said. Don\u2019t parrot them. Put it into your own words. Many times, if a caller has an issue, the simple act of listening with full attention goes a long way to diffusing the situation.<\/p>\n
\n<\/strong>Do not take things personally. If you have a particularly upset caller, remember one thing: They are not mad at you. They are upset with the situation. When faced with anger, a knee-jerk reaction is to get defensive. This helps no one. Have compassion for the caller\u2019s bad day, hang up, and let it go. Don\u2019t let it snowball into your next call.<\/p>\n