Speak slowly and smoothly for faster service

Speak slowly and smoothly for faster service 

by Betty Hintch, editor, First-Rate Customer Service Forum

Speaking clearly will improve your customer service. Customers judge you by your voice. That may be unfair, but it’s the truth. Make sure your speaking style is confident and professional by following these tips:

  • Speak loudly enough for customers to hear you without straining. If customers often ask you to speak up or repeat yourself, turn up the volume.
     
  • Monitor your diction. If you speak to customers all day long, your speech may grow sloppy. Be especially careful about words that end in “ing.” Say “I’m going to,” not “I’m goin” or “I’m gonna.”
     
  • Pause between sentences. Count one or two beats to make sure the customer is still following what you’re saying. That’s especially important if you have to repeat the same information throughout the day, which can sound like rattling off a speech at customers rather than communicating with them.
     
  • Unclog your speech by eliminating filler words such as “Well,” “You know,” “Like,” “Uh” and “Um.” They make you sound uncertain.
     
  • Slow down. It’s likely that you will speak too quickly, rather than too slowly, especially when handling an angry customer. Keep a sign posted on your bulletin board or a sticky note on your computer screen that says “Slow down.” That way, when you become flustered, your note will remind you to take your time. Use the same moderate speaking pace when you leave voice-mail messages. Customers will tune you out if they can’t understand what you are saying.

Connect with your customers by viewing Communicating for Results: How to Be Clear, Concise & Credible. The video features tips on how to focus on your customers’ moods to promote positive interactions and solve problems quickly. 


Last month’s poll

Personal relationships are the focus of our readers’ New Year’s resolutions. Reconciling problems in your personal life allows you to focus your attention on your work and professional development.

Learn to manage professional relationships with 21 Workplace Personalities: How to Say the Right Things at the Right Time. This tip book features techniques to find the right words to ease tension and produce the results you want at the office—and even in communications with family and friends.


MAKE COMMUNICATION
A TOP PRIORITY FOR YOUR CUSTOMER SERVICE TEAMS!

Communicating With Customers 

The average organization loses up to 30% of its customers due to poor customer service. Don’t let this happen to you!

This best-selling video reveals how you can keep customers coming back by avoiding the eight most common mistakes made when serving customers. 

Learn more!

Making Every Call Count:
Best Practices for Business Telephone Communications

No matter how telephone-savvy you and your employees are, your organization can benefit from a telephone skills audit.

This special report will help you assess the quality of your organization’s phone transactions. It outlines best practices and provides a guide to correcting and improving your company’s most critical communication link with the world. 

Learn more!



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