12 Days of QCSS - Day 1
Published on 13 December 2017
Positivity is the Key to Success
Staying positive on the phone is going to help during any exchange. If the customer is already happy, it will make them even happier to know that they have someone who is gladly helping them out.
If the customer is upset, remaining positive will hopefully help them understand the situation better. Positivity is contagious. Just because the person on the line isn’t happy doesn’t mean that you can’t make their day better by lifting them up.
Avoid phrases such as, “I don’t know,” “I’m not sure how to do that,” “I can’t do that,” “just a second.” Always tell the person the phone how long a task will take and state what you can do for them rather than what you can’t do.
The question is: How do you make yourself sound positive on the phone?
Use the correct tone of voice and make sure that you don’t sound too overly friendly. Sounding way too happy or fake may upset the person and turn them away from the conversation. If you talk in too low of a tone, if may sound like you aren’t too happy with your job or you’re having a rough day.
For employers: If you are trying to keep customer service representatives happy and positive on the phones, give them incentives. Some sort of party every month may help with this or keeping candy or fruit around the office. At QCSS we have incentives every day and we have a potluck every month with our employees. It really keeps spirits up and shows that we value their work.