Even though a phone call is done without the visual stimuli available, there is still a lot that can be learned through the voice of customer information. The tone that one uses can say as much as the words that they choose to use. Keying in on these important factors is the way to learn from what customers are saying.
The Frustrated Customer
The frustrated customer should be relatively easy to identify if only for the fact that he or she will use audio cues that are pretty obvious. Raising one’s voice, being combative, or sighing with disgust are all obvious signs of a frustrated customer. Dealing with such callers is an art in and of itself, but first they should be identified so as to know what procedures need to be put into place to handle them.
The Pleased Customer
Once again, this customer is going to easily separate from the rest of the calls based on a few likely actions. A customer who is happy with their phone call experience will likely thank the person on the other end of the phone. They are more likely to use positive words as well, and they will depart with the information that they required from the phone call. All in all, they will have a good experience and it will be obvious.
Those Who Are In Between
Customers who fall somewhere between frustrated and happy are a little harder to figure out. They may even shift between one kind of emotion and another. These phone calls should be more carefully reviewed as the information in them can be just a critical to unlocking what the right approach to phone calls is as any other. Never forget to keep digging for the answers as to what the formula is to make a customer happy with their calling experience.
Contact us for more examples of the types of customers and tones that one may encounter on the phone.