Welcome to the Phone Smart blog

Liz Langesteiner, bilingual phone smart call center representative speaks out about keeping your personality in the calls.

Welcome to the Phone Smart blog and insider diary of the self-storage industry

Do you sound like a robot, a computer sales representative or a sales consultant with a happy smile on your face? Take the challenge and listen to yourself. Listen to several different recorded calls from different days. Listen to calls in the early morning and late afternoon. I have found that after many hours on the phone I begin to sound like a computer. Callers will say to me “is this a real person”? “You sound so professional just like a recording.”

That is not a compliment; I don’t want to sound like a recording. When I hear those comments I cringe and instantly change my tone of voice and put on a bigger smile. If you sound like a recording you may be perceived as someone who is just going through the motions and really isn’t that interested in doing business.

How does it make you feel when you are speaking to someone on the phone and you know they really don’t care and are just going through the motions? I know how it makes me feel, I just want to hang up and find someone who really does care about my business and where I take it.

Keep a smile on your face, have good product knowledge, be friendly and use the wonderful sales techniques we are given here. Remember to listen carefully to your caller and sound like a real person, someone who truly cares and wants to help.