When you are only targeting your audience’s auditory senses, conveying your ideas can be quite difficult.
It is much easier to capture your audience’s attention when you have visual cues accompanying your speech like PowerPoint presentations.
It’s because of this that the jobs of the call center agents tend to be more taxing than it should be.
There is so much tension rising when making or receiving calls, that the agents tend to worry if they’re choosing the right words, and if their customers fully understand what they are talking about.
As a result, the agents end up sounding anxious.
Allow me to share with you 5 tips that will help make your agents sound more confident:
1. Avoid upspeak
Upspeak is that tone in our voices when we ask questions or are unsure instead of declaring it.
One sign of being nervous is when we punctuate our statements with a question mark rather than with a period. Remember that you are the service provider so avoid informing your customers with a doubtful tone that seems like you’re looking for validation.
You have to practice answering your customers in declarative tones. Conclude your statements with a resolved pitch. This way, you will sound assertive and knowledgeable about your product.
2. Stand up
It’s perfectly fine to sit down while talking to a customer over the phone. However, we tend to feel too comfortable by slouching on our seats. This body posture will cause you to sound lazy over the phone. You will find it difficult to be vocal to your customer because of your reclined stance.
If you really want to sound confident and professional, sit up straight or better yet, stand up. This will facilitate better blood circulation in your body causing you to be more alert, and you will not restrict oxygen to fill your lungs. This is the reason why singers stand up for better vocalization.
3. Slow down
Speaking fast doesn’t equate to being knowledgeable. It will just make you sound anxious and in a hurry to get it over with. You have to slow down and catch yourself.
Slowing down your statements will benefit both you and and your customers. This will help you reduce stuttering and will keep your thoughts organized. Plus, being careful of your pacing will help your customer in digesting your words.
You can exercise by opening your mouth and stretching your jaws before talking to a customer over the phone.
4. Fake it till you make it
Faking gestures can elaborate your point. During her TED talk, Amy Cuddy proposes that body language can affect the way we think and act.
Even when your customers can’t see you at the other end of the line, act as if your customer is really in front of you.
You have to be genuine. Smile, assume a proper posture, and you can even use body gestures using your hands in explaining yourself.
5. Mean it
According to Farnsworth, effective speaking is like a couple fighting. When in an argument, they don’t mix up their words and clearly get their points to come across without hesitation.
It’s easier to speak up when we really know what we are talking about. Don’t overthink or elaborate your thoughts to sound fancy. The best way is to say what you mean and mean what you say.
If you are looking for a team of customer service agents to help you with providing your customers the best support, then you can contact us now by using this this form.
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