Possessing excellent customer service telephone skills is essential to individual and organizational success. Representatives are the face of the organization and create a lasting impression on customers. Delivering excellent service to customers by way of telephone can sometimes present unique and difficult challenges. Because you are not interacting face-to-face with customers, your voice and how you use it speaks volumes.

1. Always Smile

Try to smile while you are speaking to customers on the telephone. The smile may not be seen, but it can be heard. A popular technique some representatives use is they keep a mirror on their desk. It is a good way to remind them to keep a smile on.

2. Express Enthusiasm

Conveying a sense of enthusiasm from the start of the call will set you in the right direction. That enthusiasm should be held throughout the entire call. Expressing a positive attitude and enthusiasm to find a satisfactory resolution can go a long way.

3. Monitor Tone

Using an appropriate tone of voice actually creates an atmosphere on the telephone. It is important to know that your voice inflections help to both create an impression and communicate your intent. Monitoring your tone of voice also includes delivering a warm greeting and a strong closing.

4. Remain Calm

Maintaining your cool under pressure is important in servicing customers, particularly when you are dealing with an angry one. Allow the customer to vent, and do not take their anger personally. Be a good listener and ask them questions to demonstrate that you care.

5. Control Transferring

The rule of thumb is generally one transfer only. If you must transfer the caller to someone else, first ensure that the individual is actually available to take the call. Simply placing the caller into voicemail will not do, especially without asking for permission first.

6. Avoid Holding

Long hold times frustrate customers. Make every effort to place them on hold as briefly as possible. If they must hold for an extended length of time, it is good practice to ask for their contact information and promise to call them back. Ensure that you keep your word.

For additional tips and learning regarding Tampa corporate training, training Tampa, Florida, customer service training, training seminars and e-learning, see www.zimtechtraining.com.