Well I guess it is official. Smiling is something that Customer Street have long promoted their staff to do but now a recent study at the University of Portsmouth has confirmed it. I guess with one of our business directories called SmileLocal you wont be surprised we already knew about the power of the SMILE.
People can really tell if you are smiling down the other end of a phone line, and what’s more they can tell if it is a little smile or a BIG smile!
As someone who regularly carries out call reviews as part of our quality assurance programme you really can “see” someone smile. It can be a sharp contrast to those who don’t too! You have to remember that when you work from a contact center such as Customer Street you don’t have the benefit of face to face contact and so miss out on the extra things that body language tells you.
If you are unconvinced then try it yourself. Say something without smiling and then again with a bit of a smile and finally with a great big grin. You can hear the difference. Of course this just isn’t about people working in contact centres. It’s about anyone in business.
For many businesses who Customer Street promote telephone contact is the first time they will get to talk to a customer. So just pause for a second before you pick up the phone next time it rings, smile and then answer the call. In the words of Jamie Oliver, “go on, try something different today!”
