Phone Communication Skills for Customer Service

Phone Communication Skills for Customer Service

Phone Communication Skills for Customer Service

     1.Adopt a Positive Tone on the Phone

Projecting a passionate attentive   and natural tone while on the phone can help a customer feel relaxed during a phone conversation.

When answering the phone, smile as you acknowledge the client on the line.  Although it may appear cliché, a smile can be felt through the phone.

Also, be aware of your vocal persona during the call.  Control your speech rate, your pitch, and your overall resonance.

Any information relayed hurriedly will be complex for the client to understand while slow effective communication will give the impression that you are a professional.

A high pitch suggests youthfulness and often fails to put forward an authoritative image; while a low pitch can sound insensitive. Always conform your intonation in order to make yourself sound natural and genuinely interested.  Controlling these tonal aspects together with a warm smile will ensure a positive tone on the phone and will greatly improve your customer service skills.

  1. Clear Enunciation

The ability to understand clear succinct pronunciation on the phone separates a productive conversation from one filled with too much of a flippant attitude or tension.

Whenever you are on the phone, speak clearly.  Speak using simple words and phrases. Avoid using acronyms as much as possible. This may confuse the customer or make them feel inferior.  In addition, avoid colloquial speech and filler words such as “um” or “like…” take a pause instead, and let the conversation flow professionally.


  1. Be Sincere

Conversations over the phone must be earnest.  Say hello and be genuine.

Include your name, the company’s name, and offer to help as soon as you pick a call.  If you’re receiving a transfer call or if you’re working on the switchboard, mention the department you are a part of in order to relay the appropriate information.  Doing this eases the customer into the conversation and lets them know that you are ready to help. Provide genuine answers in a positive manner.

Avoid phrases such as “I don’t know,” “I can’t do that …” Specify how long effecting a task will take, and clarify what you can do as opposed what you cannot.

Answering a client’s questions with honesty and positive energy will satisfy them and also help calm an angry caller by the end of the conversation.


  1. Use the Name

As soon as you receive a client’s name, use it.

Write down the individual’s name in order to “personify” the call.  This will assist in remembering the client’s name and will make the call more personalized.

  1. Leave the Customer Satisfied

Concluding a conversation on the right note can create a memorable and customer satisfaction experience. In order to achieve this, make sure that the caller understands the information you relayed before you hang up the phone.  Ask the customer questions so as to give accurate feedback. Also, offer any information that the client may need in the future.

Once the client is satisfied with your feedback, end the call in a friendly manner.  This assures the client that you helped them and you would be willing to serve them again in the future.


          In Summary

Finishing a conversation in a positive manner can transform what may have started as an angry phone call to a pleasant experience for the customer.



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