From our LinkedIn group - an interesting subject for some debate;
Does it really matter if you smile on the phone?
It's common advice, but it still bears repeating, because lots of customers will tell you that call center agents just don't do it enough. Smile. Even on the phone!
What do other people think?
Well its a lnog time since I was on the phones all day as an agent, but it works we had mirrors on our monitors to encourage us to smile, cheesey it may be but it works your tone of voice lifts, which should enhance the customer experience.
Indeed it does work, We have done practice sessions where two agents sit back to back and one of them talks and the other listens, they can normally hear if the agent is smiling, as well as things like posture. It all comes across if someone is grumpy and slouching.
In fact if you try to put on a positive tone without smiling its very difficult.
I suppose that is where the cheesy phrase "Smile and Dial" comes from.
Do mirrors really work?
We ask our agents to and probably like a lot of contact centres it works for a while but one or two frustrated customers and its all over.
It does make a massive difference though.
from Twitter; @callcentrehelp Absoloutely! Recruiters also send many hours on the phone, it can make a real difference to your call if you are smiling
I do try but by mid day the grimace starts to kick in , funny how something like this is hard to maintain
Yes it really does matter and it's good for you. A smile can definitely be heard on the phone. It creates a warmth in your voice which a customer or prospective customer can hear. It makes it far less likely that the customer will be rude to you. Think how hard it is to refuse to take a call when someone rings up sounding sunny and warm. Even if you want to refuse the call you are more likely to listen to someone who sounds like they are smiling than someone who sounds like they are just going through the motions. It's good for the person making those calls as well. It exercises more muscles in the face, reducing wrinkles and releases endorphines in the brain that lift your mood.
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