Are you too busy to smile?


By Cate Schreck - Service Excellence Coach

Did you know:

When we have to stop what we are doing to take a call, that little voice in our head that says something like; "Arrgghh, go away I'm too busy " can be communicated to the caller. Think about the last time you called a business and simply by the way the person answered the phone you decided if you liked them, trusted them and even wanted to talk to them. How about when you put a call through to a co-worker (your internal customer), same thing happens - you can tell by the way they answer their phone if they are happy to hear from you or too busy to talk. 

Over the telephone we determine how we feel about the person on the other end, by the tone of their voice. 

Do yourself and your customers a favour and learn how to "fake it" on the phone. Watch my latest video for the tip that works:

Try it now, I dare you. Put a fake smile on your face and hold it for 6 seconds.  Research has reported that smiling releases endorphins, which are natural pain relievers, along with serotonin, which is also associated with feel good properties. When we smile, our brain thinks we must be we get a little release of the good stuff and feel better and sound better.

Oh, and one more reason to smile on the never know if the person on the other end is ringing with a complaint. If they hear a voice that is anything other than calm, professional and focused on helping on! It's much easier to complain to someone who answers the phone with a negative tone. Don't give unhappy customers more ammunition than they need - smile.

Smiles are contagious - spread some today.

EmployeesCate Schreck