Have you ever noticed how your voice changes when you smile or frown when you speak? In customer service this is no different. Often times people calling your company over the phone are paying attention to two things, how friendly you are and what you have to offer. The vocal tone you offer will tell them just how nice you are and how they can expect to be treated when they come into the establishment.
Smiling while you are on the phone is one way to really improve this. I always tell my team members to really think about the tone of voice they are portraying and that they can make a huge difference in what a customer thinks by simply putting a smile on their face when they talk to someone over the phone. We have tried a few things along the way with employees who have struggled with this, but the one that really stand out in my mind is to put a mirror in front of them so they see themselves while they are talking. I did this with an employee I had that was great when talking to people in person, but then failed to deliver on the smile when he was on the phone. By having that mirror in front of him, he really could see himself and how he was coming across. We saw instant improvement.
So why are smiles on the phone so important:
Plain and simple, it’s the first impression a potential customer has of your business. If the customer thinks that you have a friendly tone of voice, they are more likely to assume that you are friendly in person.
The next time that a customer calls, take a moment to think about if you are smiling, pay attention to the difference in your voice when you are smiling and not smiling, and remember that first impression could go a long way to make a long-term customer relationship.