PERSONAL INTEREST IN THE CALLER
Adding a personal touch to every phone call will show your customer that you care about them and the reason they called you.
ESTABLISH AN EMOTIONAL CONNECTION
Make sure you are showing care and empathy when speaking to your customers. If they are upset about something take the time to figure out exactly what’s wrong and how you can help.
USE ACTIVE LISTENING
Don’t assume you know why the customer is calling, actively listen to what they are saying and respond accordingly.
COMMUNICATE WITH RESPECT
Some customers will not be happy for a number of reasons when they call you, treat them with respect and compassion and get to the root of their problem so you can help them.
DON’T SOUND SCRIPTED
The worst way to show your customers that you value them is to sound scripted. Know your message inside and out so you can talk confidently and not have to follow a script.
REMAIN IN CONTROL
Not only remain in control of yourself, but also in control of the conversation. It not only hurts the customer you are talking to by letting the call get out of hand, but the customers that are waiting to talk to you because they have to wait unnecessarily.