One of the first pieces of information given out in sales training and customer service training is to always, always speak with a smile. Throughout customer service training, individuals are taught that a smile uplifts the voice and translates friendly, positive service to the customer.Because so many customer service training courses focus on face-to-face interactions, those employing the methods they taught during this training rarely find difficulty in evoking a smile for in person contact. Telephone conversations, on the other hand, are not often covered in customer service training courses. One may believe that any expression is suitable for conversations in which the parties involved cannot view each other, but this is simply not true.
A person new to singing will hear from his or her vocal coach that a smile should always be worn, as this practice strengthens the voice and provides a pleasant touch. The same is true with speaking. In day to day life as well as in business, a smile in one's voice is not only seen, but also heard. For the customer service agent finding difficulty in remembering to engage in this practice, consider using a small mirror. These can be inexpensively purchased and give agents a constant reminder to smile.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
