Customer Service: The Difference Is In the Smile

by Colette Cooley, Cars For Keeps Office Manager

We had a seminar the other day about interacting with people on the telephone. Although it was geared for business conversations, it occured to me that personal telephone techniques could be beneficial too. For example, how to react in a civilized manner to the telemarketer who calls you at dinnertime. Yes, I have grouched at them on occasion, and immidiatly felt guilty about it.

A trick to use that seems to work is the "smile-like-an-idiot" approach. Before picking up the phone, put a great big smile on your face. The first surprise is that you actually feel a lightness inside yourself. It may be fleeting, but we take what we can get at times.

The second surprise is that people on the other end of the line can tell, even subconsciously, that you are smiling, non-aggressive, receptive to their needs and requests and .... dare I say it..... loveable. Right off the bat, both people in that phone conversation benefit. There is power in that smile of the most positive kind.

Which is another one of the great things about stopping by the shop. Genuine friendliness! Thanks, Colette. - Marjorie