Having a reliable phone system and a strategy for successful interactions will help your sales and customer service teams thrive. Learning best practices for how to engage with a customer on a phone call will help improve their communication skills and the business. Here’s a guide to improving phone interactions with customers. 

Best Practices for Calling Customers

1. Be Positive

A customer will only hear your voice, so your tone is crucial. Bring energy to the conversation to help customers feel engaged. Always plan a positive first line—whether it’s about the weather or a personal detail you remember about the customer. As the conversation continues, try to incorporate affirming words and phrases, such as “fantastic” and “good idea.” It can also be helpful to smile—even though the customer won’t be able to see it, you’ll come off sounding positive. 

2. Use Their Name

Since you’re not in the same space as the customer, it can be difficult to engage them. To make them feel like you care, you should use the customer’s name throughout the conversation. They’ll feel more connected to you and will appreciate the friendliness. 

3. Provide Reassurance

On the phone, you can’t rely on your body language to build rapport, but you can provide frequent verbal reassurance to show that you’re listening. Use phrases such as “I see” and “I agree” to affirm that you’re listening. You should also ask follow-up questions and recap customer’s comments to show that you’re paying close attention.

When you need a reliable phone system to connect with your customers, contact ACC Telecom in Howard County, MD. In business since 1979, they are Better Business Bureau-certified® and offer a free help desk to ensure your phone system will always work properly. Call them at (410) 995-0101 or visit their website to learn more about their phone system services.