It’s often been said “don’t judge a book by its cover,” however, a cover doesn’t necessary have to be something visible to the eye. It can be an email, a visual impression or simply how you present yourself over the phone. Having professional interactions with customers will keep them happy and build a better reputation for your contact center. Here is a list of dos and don’ts to keep in mind while on the phone.

Do:

Speak Clearly and Professionally

It is often hard to take someone seriously when they speak in slang—or as if they have a wad of bubble gum in their mouth. Make sure to take the time to talk to every customer like you’re in a job interview: polite and cheerful, but not enough to make them feel uncomfortable. Also make sure to enunciate all your words. It can be hard enough to hear someone over the phone, but without the use of proper syllables, it can become nearly impossible.

Be Personable

While you want to be polite, you also don’t want to seem like the human version of your grandmother’s stuffy couch in the sitting room; you know, the one that no one was allowed to sit on? Ask questions, laugh at something if it’s an appropriate time, apologize if they are calling because of a problem they are experiencing. Showing that you truly are a person on the other side of the line will cause the customers to both treat you with more respect and favor, as well as hold your company in higher regard.

Know your product

Whether your company sells a product, or asks for donations for a charitable cause, it is important that you know the answers to the frequently asked questions that you may experience on the job. That way you will be more knowledgeable, represent your company better and not have to ask the person sitting next to you for help during every call.

Don’t:

Read Directly from a Script

If you do, they will know. It doesn’t sound natural, but instead makes you sound like a robot. It’s okay to have a map of what you’re going to say in different situation—and this can even be good, because you will have quick answers already outlined—but a script only makes you sound forced and not personable, which in turn reflects back on your company.

Make the Customer Wait for Answers

This aligns with knowing your product. Most customers won’t call you for the thrill of getting transferred from department to department, so know your stuff. If it’s an easy question that you’ve noticed gets asked often, remember the answer, or write it on a sticky and stick it on or next to your computer. Also, put a cheat sheet on your desk listing which departments answer which questions. That way you will be able to quickly and more effectively get a customer where they need to be, if you can’t answer their question—and you’ll free other contact center workers from having to figure out where they need to transfer the person who was transferred to them.

Wait Until the Last Minute to Discuss a Problem With Your Supervisor

In a contact center where most customer-worker interactions are recorded, it is hard to keep a situation quiet, no matter what the reason you might not want to call attention to it. Take the time, when you can, to talk to your supervisor and tell them about the situation and how you handled it. Chances are they will be appreciative that you have told them, and if something should have been done differently, they will correct you. Then you can take it as a learning opportunity—instead of an opportunity to find a new job.

Without seeing a customer face-to-face, it can sometimes be hard to remain professional and positive when problems arise. If you pay attention to these dos and don’ts though, you will have conquered some of the most commonly seen problems existing in contact centers. Be sure to check out our other blog posts to get more tips on how to offer great customer service in your contact center.