During my many years of employment in the hospitality, retail and social housing sectors, not to mention as a customer myself, I have witnessed examples of client service ranging from excellent to abysmal. I have also noticed that face-to-face encounters often get higher priority than “over-the-phone” clients receive. Consider, for example, the times you’ve been in a department store and heard the phone ringing non-stop. Or the occasions when you have phoned a retailer and been put on hold…indefinitely.

You might think that, because you don’t work in retail, telephone customer service doesn’t apply to you. Think again. As housing professionals we deal with customers all the time – office colleagues, the tenants/members who live in our buildings, the neighbour who calls to register a noise complaint – all deserve to receive the same courtesy as the “paying customer” that we associate with traditional customer service.

But even if you have already embraced the idea of equal service for all, keep in mind that the telephone is a totally different environment, with its own unique challenges. For one thing, there are no visual cues to provide you with information about the client’s state of mind.

First and foremost, be aware of these barriers to listening:

• We think we’re right and the other person is wrong
• We feel we have to provide assistance right away
• We prefer to talk rather than listen
• We are waiting for gaps or pauses to jump in with our response

So with that in mind…..

Stay focused
Prevent yourself from being distracted by colleagues or external noises and concentrate on what your caller is saying.

Ask questions
Gain more information on points you need to clarify. Once you have asked a question……

Don’t interrupt
We listen more effectively when we are not talking, so refrain from interrupting your caller. Let them finish what they are saying; interruptions may break their train of thought.

Write down key facts
Have a pen and paper handy and get into the habit of making short quick references to any questions you want to ask or points you wish to raise or comment on. When he/she has finished speaking, refer back to your notes and take action. If you are thinking of answers and responses whilst the caller is speaking, you are not listening!

Summarize
Reflect back to check you have heard the key facts and content of the stakeholder’s conversation correctly. It also lets them know you have understood them. Statements such as “What I’m hearing is…” and “Sounds like you are saying…” are great ways to reflect back and review the conversation.

By keeping these simple guidelines in mind, you’ll find that your telephone interactions with stakeholders more productive, and they will be more satisfied with the service they receive.

John Osmond is the Manager of Client Services at Social Housing Services Corporation.