Let Them Hear You Smile

Being a customer care representative (CCR) in a Call Center, your best asset is your voice. I am not saying you need to have a well modulated voice. I agree, not all of us are gifted with a voice that could qualify for a disc jockey. In simple words, let the caller or the listener on the other end of the line feels welcome. That is by giving the best tone of your voice. Apologizing to customer for making them inconvenience only becomes meritorious if the CCR has the proper tone of the voice. The tone of the voice must suggest or gives a good impression to the listener that sincerity is well conveyed. 

Can they hear you smile?

I had written about my not so good experience with my internet provider in my earlier post. I had disconnects of service for several months at no fault of my own. I tediously waited on the long queue to get a tech support to attend to my concern.  Despite the long wait. I did not let up calling. I never changed my provider. My main reason, there is someone on the other line who is willing to listen anytime of the day I would call. The person may not be competent enough to resolve my concern at the time of my call. The sincerity of the voice of the person on the other line is enough to convince me. I will get my concern resolved soon.

Customers are calling not merely to complain but to verify if they are welcome by the company they do business with. I know how difficult it is to be the front liner of the company we are working for. Listening to the same mantra may not be very pleasant to hear. However, think about if you are the  one calling and the person on the other line sounds so unfriendly. Your possible reaction the next time you call is to sever your tie with the company. Look for another one you feel comfortable dealing with. And, you feel welcome, whenever you have concerns to be taken care of.

“Everyday can be great, because anybody can serve. You do not have to have a college degree to serve. You do not have to make your subject and verb agree to serve. You only need a heart and full of grace. A soul generated by love ♥ ”
Martin Luther King Jr.