Communicating with Customer Service on the Telephone during the Holiday Rush
For many people, talking on the telephone can feel stressful—especially when calling customer service. There are no facial expressions or gestures to rely on, calls can be unpredictable, and you often need to explain a problem clearly to a stranger. From a speech therapy perspective, telephone communication is a valuable real-world skill that combines language, speech clarity, listening, and self-advocacy.
Why Telephone Skills Matter
Customer service calls are part of everyday life: booking appointments, fixing billing issues, asking questions, or solving problems. Being able to communicate effectively on the phone helps individuals:
Build independence
Advocate for their needs
Increase confidence in functional communication
Reduce anxiety in unfamiliar situations
For individuals with speech, language, or social communication difficulties, these calls can be especially challenging—but with the right strategies, they become much more manageable.
Common Challenges on Customer Service Calls
People may experience difficulty with:
Understanding fast or accented speech
Organizing thoughts under pressure
Remembering key information
Clarifying misunderstandings
Speaking clearly when nervous
Knowing how to start or end the call
Speech therapy can directly target these areas using practical, real-life practice.
Helpful Strategies for Successful Calls
1. Prepare Before You Call
Preparation reduces anxiety and improves clarity.
Write down the reason for the call
Note key details (account number, dates, questions)
Practice what you want to say out loud
Keep a pen and paper nearby
A simple script can help, such as:
“Hello, my name is ____. I’m calling because I need help with ____.”
2. Speak Clearly and at a Steady Pace
Nerves can make speech faster or quieter.
Take a deep breath before speaking
Pause between sentences
Speak slightly slower than normal
Don’t be afraid to repeat yourself
Clear speech is more effective than fast speech.
3. Use Repair Strategies
Misunderstandings happen—and that’s okay.
Helpful phrases include:
“Could you please repeat that?”
“I didn’t quite understand—can you explain it another way?”
“Let me check that I heard you correctly…”
These strategies show strong communication skills, not weakness.
4. Practice Active Listening
Customer service calls involve a lot of listening.
Focus on the speaker’s main points
Write down important information
Ask clarification questions when needed
Summarize key details:
“So my appointment is on Tuesday at 3:00, correct?”
5. Advocate for Yourself
It’s okay to ask for what you need.
Ask someone to slow down
Request a supervisor if necessary
Say if you need extra time to respond
Self-advocacy is a powerful communication skill that speech therapy often supports.
6. Practice Makes Progress
Role-playing customer service calls in speech therapy sessions can be extremely effective. Practicing:
Greetings and closings
Explaining a problem
Managing unexpected questions
Staying calm when things don’t go as planned
The more familiar the situation feels, the more confident communication becomes.
Final Thoughts
Telephone communication with customer service can be challenging, but it’s also a meaningful opportunity to build functional communication skills. With preparation, practice, and supportive strategies, individuals can learn to handle these calls with greater confidence and independence.
Speech therapy isn’t just about sounds and words—it’s about empowering people to communicate successfully in everyday life.
