Ever hang up the phone after dealing with a sales person and just feel tired or insulted? Customers should not have to “deal” with anything. As a sales representative, it is your job to provide the customer with the service they need. Maybe you’re tired, or sick, or just plain not having a good day. Just imagine how much worse you would feel if a complete stranger was rude to you, seemingly for no reason at all.

Obviously, sometimes this works the other way around, but you should always assume that an unruly customer might just be frustrated, and remember that you are being paid to talk to them. The way that you deal with people on the phone, as opposed to in person, is much different. When speaking to someone in person, there are many different ways of conveying comfort and interest. Posture, hand gestures, facial expressions, as well as verbal cues. On the phone, everything relies on your voice.

To counteract the “I-just-got-yelled-at-by-a-stranger-for-no-reason” effect on customers and provide outstanding customer service, just follow these easy tips:

Be genuine

Think of something you really like, like puppies or going swimming or a shiny black BMW X5, before answering the phone. If you’re smiling, your voice will naturally brighten and sound friendly, without squeaking or sounding fake.

Avoid being overly sugar coated

Sure, people like sweet things, but they don’t want to drink maple syrup. Building rapport is important, but your customer needs to trust you in order for that to happen. If they think you are being fake, they won’t trust you. Keep your voice conversational and friendly, without being too cavalier. Customers won’t be able to see you nodding over the phone, so remember to use verbal affirmations while they are speaking so they know you are still listening.

Actually listen!

Your verbal affirmations will mean nothing if you interrupt the customer or respond inappropriately (such as saying “uh huh” when they ask you a question, etc). When you are on the phone, you should be paying full attention to the customer. Keep the customers trust. If you can’t answer their questions immediately, tell them you will call them back with the information they need, and then actually do it. If they know they can rely on you, they know they can rely on your company as well. When dealing with someone who is just plain mean, never lose your cool.

Don’t take it personally, even if they claim it’s your fault

It isn’t, so keep smiling and do everything you can to placate said customer. When you hang up, shake it off, and take a second if necessary so you can treat your next customer with your usual warmth and respect.