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I Can Hear You Smiling When I’m Calling


A smile, whether in person or on the phone, makes a world of a difference in customer service.

Image of a smiling answering service agent

When monitoring agents in the call center environment there are criteria that we look at to assess the quality of the calls. Things like tone of voice, script accuracy, resolution, customer experience, and other factors are used in quality assurance monitoring. There is a piece to that puzzle that I’d like to address today and it’s a part of the call that any agent can successfully add. Today, I’d like to discuss the importance of a smiling voice in the call center environment.

We all know that you smile with your mouth, but it’s usually regarded as something you see rather than hear. Well, in my experience, it’s actually pretty easy to tell if someone is smiling just by listening to the words coming out of their mouth.

When dealing with a customer over the telephone it limits the visual senses. However, the auditory senses can pick up where the visual senses leave off, which is  why I say smiles can be heard. A caller can get a mental image of your face just by hearing your voice. Say things aren’t going well for you one day and you’re upset or angry. Callers can tell that you’ve got a frown on your face even if you are saying all the right things. But if you smile your way through the conversation, that comes through on the other end of the line.

Greeting the customer with a smile sets the tone for the call. Even  if that call requires special handling for a difficult situation, a pleasant scene has set the stage. When the customer hears the smile from someone willing to help, it is a relief. Especially when that smiling voice provides professional, friendly and courteous service. The results are a customer who feels valued, and they’ve gained pleasure from an enjoyable customer experience in the process. That is service with a smile at its best.  A service that every customer craves. A smiling interaction that turns the tide from the ordinary to an exceptional experience for all.

Smiling is one of the best things we can do in a call center environment. Genuine smiles are priceless and infectious. A smiling voice can brighten up a cloudy day for callers and even the other agents.  A smile extended by an agent at the telephone answering service makes a difference in the outcome of the encounter with the customer.

So smile! Your callers will notice and appreciate it.

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This entry was posted in Answering Service, Call Center News, Customer Service and tagged , , by Cheryl LaBaw. Bookmark the permalink.

About Cheryl LaBaw

Cheryl L. LaBaw joined Sound Telecom as Director of Customer Relations in 2012. She is responsible for maintaining a high standard of service quality through ongoing monitoring and coaching of our call center agents. Prior to her arrival at Sound Telecom, Cheryl invested over 31 years in the customer care and service areas with United Airlines. She brings a wealth of knowledge and ideas from her experiences there in addition to working over 13 years in their call center. Cheryl’s skills in conflict resolution and customer satisfaction make her an excellent addition to the management team. As a Flight Attendant and Safety Professional she provided a more personal touch to customer concerns and safety issues. Mrs. LaBaw is passionate about health issues and has served her community by volunteering at Swedish Medical Center for three years in the Community Health Education Department. She also supports various youth organizations and child health and welfare organizations.