…by beginning a call like this:
Customer service adviser: Hello xxxxx incorporated call-guy speaking. How can I help?
Customer: You can help by speaking up a bit
Would anyone dream of starting a conversation like this if they were face-to-face? To me it seems rude without at least a hello first. If there was a hello first I really don’t have an issue, but more importantly it’s totally misguided. Speaking up on a phone line will mean your voice becomes distorted making it harder for the other person to hear you. Bearing this in mind I don’t fall into this trap and continue in my usual tone of voice without ever encountering any problems.
One former colleague however, always used to raise her voice. She had a strong Welsh accent and being a bio-chemistry student was a very intelligent girl, but one who didn’t suffer fools gladly. You could hear the irritation in her voice rising during one of her typical exchanges with a customer:
NO I NEED YOUR POST-CODE…….. NO NOT YOUR PHONE NUMBER YOUR POST-CODE…. YES YOUR POST-CODE, NO THAT’S YOUR CARD NUMBER
and on this would go her shouting louder and louder getting more and more exasperated whist the customer grew more befuddled. It was so farcical it was like a Monty-python sketch to the great amusement of the rest of the call-centre.
The one thing you really don’t want in a call-centre is everyone hearing you.