Customer Service Over The Phone Is A Whole Other Animal

When you’re speaking with customers over the phone, you don’t have the benefit of facial expressions, hand gestures and body language to communicate your points. These non-verbal forms of communication are often heralded as the most potent ways to get a point across.

So what can you do to ensure that you are communicating effectively when the person you’re speaking to can’t see you?

Put yourself in your caller’s shoes.

The first thing you can do is pretend you’re the other person. How would you like to be spoken to? Consider the tone of voice you’re using so that nothing you’re saying comes off as offensive. Be mindful of the words you’re using so that nothing is taken out of context. Don’t forget that you’re a customer too. Your first rule of thumb should be to provide the type of customer service that you would want to receive yourself.

“If you’re working with a customer, either on the phone or in person, and they need something, pretend it’s you,” says Nancy Friedman on TelephoneDoctor.com, “What would you want to have happen? What would make you happy? What would make you satisfied? Here’s a great place to remember the golden rule: “Do unto others as you would have them do unto you.”

Laugh it up!

Keeping in mind that body language won’t help you when you’re on the phone, it’s important that the sound of your voice is constantly pleasant. You know what helps with that? Smiling. You may even want to take it one step further and laugh a little bit. Cracking an appropriate joke or two will not only help you to enjoy your work day more, but it will improve the overall customer experience.

“Laughter will lighten the load,” insists Friedman, “Everyone likes to laugh. Some even in the darkest moments. Take the time to laugh and enjoy your customers.”

Be empathetic.

Remember that you can’t frown or show your concern by the look on your face during a phone conversation. As important as it is to keep things light-hearted, not every call is going to be a jovial one. When a caller indicates that he/she has had an unpleasant experience, it’s incredibly important not to pass over the revelation as if it were some insignificant detail. Expressing empathy is a hugely important part of providing excellent customer service over the phone.

“Empathy is the ability to understand or feel what another person is experiencing,” explains Pascal on Userlike.com, “Showing empathy in customer service is essential, because it shows the customer that you care. Jumping straight to the fixing part can make you appear unsympathetic.” Empathy, he later adds, “creates an emotional connection and trust, and shows the intrinsic willingness to offer support.”

At SIClytics, we are big proponents for excellent customer service over the phone. We offer unique services that allow for business owners and call centre managers alike to both monitor and track the progress of their phone agents. For more information about our Telemarketing Reporting and/or Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Simple Steps To Ensure Your Telemarketing Skills Are A Cut Above

A telemarketer’s job is never easy. This is a sentiment we’ve shared on the SIClytics Blog on many an occasion. Working the phones is a responsibility only the most determined and patient individuals can adequately manage. Especially for cold callers, overcoming objections is a major part of the job. Still having the confidence to get a “yes” when most of your callers respond with “no” is quite the skill.

However, it can also present quite the annoyance. It’s understandable for phone agents to get frustrated when they are constantly being turned down. Being a telemarketer who is expected to hit sales numbers requires a lot of faith in one’s self. It also requires some excellent customer service skills. After all, it’s important to not sound angry or frustrated on the calls that follow objections that couldn’t be overcome.

So what simple steps can you take to ensure that your telemarketing skills are a cut above? Here are three:

1. Smile before you dial.

An excellent telemarketing practice is to keep a mirror in front of you while you’re speaking to your clients and leads. What do you look like when you’re on the phone? Although you can’t be seen by the parties you’re talking to, they can still “hear” you smile. Smiling makes a big difference in your tone and inflections. You can’t help but sound more pleasant when you’re smiling. It will go a long way in helping you to build rapport.

“It almost seems like a cliché, but it really is true that your voice sounds different when you are smiling, and your customers can hear it,” says Baker Communications Founder and CEO, James A. Baker, “The physical act of smiling releases endorphins that improve your mood, so you will be able to approach your job with a better attitude, and respond more positively and sympathetically. Both you and your customers will benefit!”

2. Be a name dropper.

Friends who know public figures and won’t stop talking about them are annoying. This isn’t the kind of name dropping we’re referring to! Be sure to refer to your clients by name when you’re speaking with them on the phone. They’ll appreciate it. It will give your conversations much friendlier tones.

“As soon as you receive a customer’s name, use it,” advises Laura McConney on SkillsYouNeed.com, “Write down the individual’s initials in order to ‘monogram’ the call. This will help you remember the client’s name and will personalize the call for you.”

3. Go easy on the ears.

Some telemarketers get a little too caught up in the knowledge they have of the products and services they sell that they can’t adequately describe them. How so? Too much industry jargon serves to confuse the average listener. You may be an expert in your field, but your leads are not. Take the time to explain the benefits of your offers in a way that are easily understandable. Baker refers to this concept as using the “5 C’s” of good communication.

“It should be clear, complete, concise, concrete, and correct,” he explains, “Make sure that the customer understands your explanation or solution by stating it clearly, describing it briefly but completely, in terms that are specific – and, importantly, that you have all of your facts straight. Providing bad information, or information that the customer doesn’t understand, is both unhelpful and unlikely to leave a good impression.”

For information about SIClytics’ Telemarketing Reporting services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

3 Telemarketing Tips That Make Top Sellers


Your call centre is filled with talented phone agents who all work tirelessly to improve their sales numbers and improve their customer relationships every day. Or is it? Not every telemarketer is blessed with both the patience and know-how to overcome objections, close sales and grow your company’s customer base in the process. That doesn’t mean, however, that those who need a little assistance can’t turn things around.

Here are three telemarketing tips that make top sellers:

1. Limit the temptation to leave your work area.

Phone agents will sometimes use any excuse they can find to get up from their work stations. Bathroom breaks, grabbing snacks, talking to friends – these are all reasons that can draw them off the phones during the course of a day.

Now, let it be said that all of the above are necessary. Everyone deserves to freshen up, stretch their legs, eat and re-energize at different points during the day. The key, however, is for these little breaks to not happen so frequently. They will throw off the momentum of your telemarketers. To help keep them focused, insist that they keep necessities close at hand.

“One of the hardest parts of cold calling is staying focused and resisting the urge to leave your desk or take a break (formal or informal),” writes Will Gemma on Udemy.com, “This probably sounds simple…but stocking up on water, coffee and a snack or two really limits your break options.”

2. Make your script sound unscripted.

It’s of vital importance that you sound natural. You have to take into account the fact that many business owners are on the phone with people all day long – every day. And that includes other telemarketers! What is going to keep your lead on the line with you when he/she is used to hanging up on cold callers? It’s your natural, genuine approach to having a conversation that will do the trick.

On Virtual-Sales.com, Andy Dickens insists that you allow your phone agents to practice what they plan on preaching – so to speak. “Your callers should get plenty of time to rehearse and understand fully what they are calling about, and what they are hoping to gain from the call!” he exclaims, “There should always be room to deviate and improvise from the basic outline of the conversation, your operatives need the flexibility to react to what’s happening in the moment and not get hung up following a strict script.”

3. Make friends with “the gatekeeper”.

A telemarketer’s nightmare is continually getting a secretary on the phone when he/she is calling for the business owner. Many get frustrated at the sound of the wrong person’s voice over and over again. They get especially frustrated when that voice keeps saying that the party being called is “unavailable at the moment”. It’s important not to get too frustrated. When spoken to the right away, these gatekeepers can actually help you.

“The gatekeeper, of course, is the person (a secretary-type figure) who answers the phone when you call a business and decides whether or not they should put you through,” explains Gemma, “These people can be very tricky, but hating them will only sour your relationship…On the contrary, you should take advantage of the situation. The gatekeeper is likely to know a lot of valuable information…They are also likely to know whether or not your services are needed, or which competitor they are currently using, etc.”

At SIClytics, we offer a variety of excellent services that can help you to boost the productivity rates of your phone agents. Our Live Call Monitoring services allow you to instantly listen in, whisper or barge into the live calls that your phone reps are on. That way, you can offer feedback on the spot, vastly improving their chances to close sales and correctly answer questions.

As well, our Telemarketing Reporting services report on the progress of your telemarketers and track their results. For more information about these and other telemarketing-assisting services offered by SIClytics, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.