The way I come across (Phone Support)

I started a position doing phone support at a small telecommunication company. Since taking calls last Monday, I sound too emotional and dead whenever I'm on the phone with a customer, which makes my co-workers annoyed and uncomfortable. Since yesterday, my manager backtracked me to be retrained on the technology since he saw I was struggling. I'm seeking a speech tutor but how do I come across with a strong yet comfortable tone of voice without sounding harsh and passive? Thank you.

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cisco_trooper

Smile when you talk. Stand up.

AwesomeGarrett

cisco_trooper wrote: »

Smile when you talk. Stand up.

That is actually great advice. It's weird but you can definitely tell when someone is smiling on the other side.

--chris--

Alhaji265 wrote: »

I started a position doing phone support at a small telecommunication company. Since taking calls last Monday, I sound too emotional and dead whenever I'm on the phone with a customer, which makes my co-workers annoyed and uncomfortable. Since yesterday, my manager backtracked me to be retrained on the technology since he saw I was struggling. I'm seeking a speech tutor but how do I come across with a strong yet comfortable tone of voice without sounding harsh and passive? Thank you.

How much for tutoring? You may be better seeking a class or two from a community college (if they will let you go ala cart) that focuses on group speaking, presentational speaking etc...

A tutor can be nice, but having to do speech work in front of 15+ people 1-2X a week for a semester can really break some bad habits and build your confidence. I had 2 classes like that, and they literally changed the way I speak in groups and on the phone.

Alhaji265

cisco_trooper wrote: »

Smile when you talk. Stand up.

Feel weird, but hey, the bills need to be paid!

--chris-- wrote: »

How much for tutoring? You may be better seeking a class or two from a community college (if they will let you go ala cart) that focuses on group speaking, presentational speaking etc...

A tutor can be nice, but having to do speech work in front of 15+ people 1-2X a week for a semester can really break some bad habits and build your confidence. I had 2 classes like that, and they literally changed the way I speak in groups and on the phone.

$30 a hour.

--chris--

Alhaji265 wrote: »

Feel weird, but hey, the bills need to be paid!

$30 a hour.

What will make you feel weirder? Your coworkers complaining about how you talk or standing up and smiling at random people. I would LOVE to work with people that smile more! Even if its no reason at all! I stand up most of the time I am on the phone at work anyways, my back gets sore from sitting. Does no one stand up frequently in your call center?

At $30/hour 10 hours = $300. Thats pretty close to what a CC class would cost around here with a book. But then again, if you believe the tutor will help you out then go that way.

NetworkingStudent

Alhaji265 wrote: »

I started a position doing phone support at a small telecommunication company. Since taking calls last Monday, I sound too emotional and dead whenever I'm on the phone with a customer, which makes my co-workers annoyed and uncomfortable. Since yesterday, my manager backtracked me to be retrained on the technology since he saw I was struggling. I'm seeking a speech tutor but how do I come across with a strong yet comfortable tone of voice without sounding harsh and passive? Thank you.

Ask your boss to listen in on your calls, and ask for feedback.
Ask ,What did I do well and what do I need to work on?
Ok, your co workers are annoyed big deal.
What are your customers saying?

NetworkingStudent

This might help...You can go to Toastmasters, I think the first few meetings are free to check it out. I think it would be way cheaper than a speech coach or speech therapist.

Toastmasters International - About Us

I hope this helps
Toastmasters International is a non-profit educational organization that teaches public speaking and leadership skills through a worldwide network of meeting locations.

Headquartered in Rancho Santa Margarita, California, the organization has more than 292,000 memberships in more than 14,350 clubs in 122 countries.

Since 1924, Toastmasters International has helped people of all backgrounds become more confident in front of an audience.

Use the resources listed in the left margin to learn more about Toastmasters International.

the_Grinch

I agree with the Toastmasters suggestion. My public speaking professor always promoted it in our class (she ran our classes like they run their meetings) and it made me the public speaker I am today. That being said, is this your first phone support job? To be honest, I've done phone support twice in my life. The first time at a cable company on the internet helpdesk and after about six weeks I quit. After college and my first full time job, I went to work for an MSP doing 100% phone support and I was nervous to say the least. Literally the second day they told me man the phones and starting taking tickets.

For the first month I was unsure of myself (even though I had the technical knowledge), but by the second month I at least sounded like a pro. Within four months they had me train the two new people hired and I was the point person for training new hires on everything (procedures, calls, systems). For them to be after you when you just started taking calls is honestly foolish and unfair.

My suggestions would be this:

1. Toastmasters
2. Public speaking course at a college
3. Start calling your friends instead of texting
4. Do phone support for family (I'm sure they bug you for computer help anyway, try it over the phone with them)
5. Give yourself a break (phone support is tough, it takes time to get good)

Danielm7

Maybe work with your boss and try to pinpoint what exactly is making you talk that way. By that I mean if you can talk "normally" with coworkers and such, maybe when you are unsure of something, or maybe it's when a customer is confrontational, etc. Might be easier to address if you know what is causing it. The reason I say that is you mentioned two extremes, "too emotional" and "dead" so maybe figuring out what might trigger each type of behavior might be helpful.

DoubleNNs

Unless you meant "UNemotional and dead?"

RockinRobin

Maybe join a multi-level marketing company, learn its compensation plan, and volunteer to present the plan to people in your sponsor's group. You will get great support, gain confidence very quickly, and maybe make some pocket change all at the same time. Good luck.

srabiee

It takes practice and confidence. Confidence will come when you accumulate knowledge and become "good" at what you do. I worked technical phone support for 5 years total when I was younger. Everyone sounded unsure and scared their first few weeks/months, even those with significant technical knowledge. Hang in there and don't get discouraged.

Also, keep in mind that not everyone is what I call a "people person," and that's ok. I had co-workers who would talk to customers like used car salesman, and I had co-workers that sounded very shy and reserved in comparison. Everyone is different. Just be confident and be good at what you do, and make sure the customer is taken care of. That's really what is important.

Alhaji265

@NetworkingStudent: how long would I see results? I been to several before. Ironically, I attended one a few weeks back and immediately left within 30 mins. due to being intimidated!

markulous

The best way is practice. Walk around a shopping mall and talk to people at the cash registers and talk to them as if they were your customers.

I'm a little anti-social myself, but I'm a very good listener because of it and I try to always be open for any type of "living room conversation" that may happen. I have a naturally strong voice though, so that helps a lot. Unless you've gotten to the point where there can absolutely be nothing done about their issue (which happens), just constantly try to reassure them that you are going to own their issue. And even if you can't fix it, that's when it's important to convey empathy and apologize (which is good to do at the beginning of any issue too).

Realistically, MOST people that call in do not expect you to be a miracle worker, they just want someone that is going to do their best and reassure them.

10jwood

Great advice. I have a lot of CSR experience but I could always get better. Toastmasters seems to have a real hold on communication skills. I plan on joining that sometime soon.

the_Grinch wrote: »

I agree with the Toastmasters suggestion. My public speaking professor always promoted it in our class (she ran our classes like they run their meetings) and it made me the public speaker I am today. That being said, is this your first phone support job? To be honest, I've done phone support twice in my life. The first time at a cable company on the internet helpdesk and after about six weeks I quit. After college and my first full time job, I went to work for an MSP doing 100% phone support and I was nervous to say the least. Literally the second day they told me man the phones and starting taking tickets.

For the first month I was unsure of myself (even though I had the technical knowledge), but by the second month I at least sounded like a pro. Within four months they had me train the two new people hired and I was the point person for training new hires on everything (procedures, calls, systems). For them to be after you when you just started taking calls is honestly foolish and unfair.

My suggestions would be this:

1. Toastmasters
2. Public speaking course at a college
3. Start calling your friends instead of texting
4. Do phone support for family (I'm sure they bug you for computer help anyway, try it over the phone with them)
5. Give yourself a break (phone support is tough, it takes time to get good)