When speaking with customers one-on-one, it’s vital to deliver the very best service you can. So here are some ways to achieve true excellence in your voice chat work. 

In a phone conversation, you have the advantage of hearing the customer’s tone of voice and the emotions involved. Make the most of this. Listen attentively and aim to understand not just what the problem is but also how the customer feels. 

“Listening to customers to try to get to the root of the problem is one of the most important call center skills," said voice chat agent, Madrigal. “I listen to the customer and what they need help with and then repeat what they said to confirm that I understand."

This is an excellent technique for showing empathy with the customer. The idea is to reflect the tone of the customer.

Of course, this doesn’t mean that if the customer is shouting, then you should shout back. But if the customer’s tone is bright and cheerful, you can certainly reflect that by replying in a similar way.

If the customer is slower and more hesitant, then slow down your pace, too. This way, you will help them feel more comfortable, and you are more likely to achieve a successful call outcome. 

This one may seem surprising, but it really does work. A smile can actually translate through the phone, causing your voice to sound warm and friendly. A study by the University of Portsmouth found that a smile is something you can hear—and that a good set of ears can pick up on different kinds of smiles.

Be careful not to “smile” at an irate customer, though. That could have the wrong kind of impact. So instead, wait until the time is right and then switch on your friendliest smile. 

Once in a while, you will have to deal with an angry customer. This is much more challenging on the phone than in a text chat, so careful handling is required.

The best approach is to let the customer vent their feelings for a while. Don’t take the comments personally...they just need to let someone know how they feel. Once they have got the issue of their chest, they will probably calm down. Then you can have a sensible conversation. 

Here are a few more quick tips to help you excel at customer service over the phone:  

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If you stay calm, cheerful, and helpful, you will find it easy to become a fantastic voice chat agent. And the more you practice, the better you’ll get.