We know what makes someone seem friendly in person – smiles, leaning toward the speaker, comfortable eye contact, showing real interest, being a good listener – and it’s not all that difficult to determine whether or not a person we’ve just met seems friendly.
It’s harder to judge whether a person is friendly on the phone because the important visual cues that say “I’m friendly” are suddenly missing – body posture, smiles, leaning forward, eye contact, etc. Instead, you have to rely on verbal cues that convey friendliness.
What makes someone seem friendly on the phone? We’ll explore this is more detail below.
What Makes Someone Seem Friendly on the Phone?
As the leading virtual receptionist and virtual assistant providers, we want our team to be as friendly and professional as possible when dealing with client’s callers on the phone.
We’ve learned the best ways to convey friendliness over the phone and our receptionists put it into practice each and every day.
Things that make someone seem friendly on the phone include:
- Interesting cadence
- Speed of speech (not too slow or fast)
- A “smile in the voice”
- Willingness to help
- Clear step by step narrative
When a customer service agent has an interesting cadence, with the sound of certain words rising and some falling, they sound more interesting to the caller and come across as friendly.
It’s also important that the person answering the phone has an appropriate speed of speech – talking no faster or slower than is normal. Slow, monotonous speech on the phone may as well be telling the caller “I’m not friendly and I don’t like my job.”
If you want to seem friendly on the phone, keeping a “smile in your voice” is one of the most effective ways to do it. We encourage all of our virtual receptionists and virtual assistants to physically smile while they speak to callers on the phone. Why? Studies have repeatedly shown that people can detect whether another person is smiling over the phone by slight changes in their voice.
There’s no better way to ensure you come across as friendly than by letting the other person know that you’re smiling while you speak to them. Additionally, having a willingness to help the caller find the right solution to their problem conveys friendliness, as does offering a clear, step by step narrative of what’s going on for the caller.
Here’s an example:
Friendly – “I’m going to put you on hold for about 1 minute while I pull your account up. Is that alright?”
Not friendly – “Please hold while I get your account information.”
Having trouble ensuring every caller is greeted in a friendly manner? We can help. We’re the experts at providing friendly greetings to callers. You can outsource your call answering to Conversational virtual receptionists effortlessly by clicking on Get Started in the top navigation bar. We’re currently offering a 30 day free trial to all new clients, so don’t hesitate – get started today by clicking the button below!