Customers are more likely to feel good about your service if you can create a personal connection. Customer Service expert Jeff Toister will walk you through three techniques you can use to build rapport without taking a lot of time. Make a plan to create a personal connection on your next call.
- Creating a personal connection…is a great way to build rapport with customers.…It involves moving the call from a transaction…to a helpful conversations between two people.…This creates a common bond between you and the customer…where the customer likes you…and feels great about your service.…Now this can be tough to do over the phone,…especially when you don't have a lot of time for chitchat,…but there are techniques that work.…And in this video I'd like to show you a few.…Let's start with names.…Calling a customer by name immediately makes the call…feel a little more personal.…
It's a good idea to learn the customer's name…at the start of the call…and use it a few times throughout the conversation.…You can use it at the beginning,…such as, hi Bill, how may I help you today?…You can use it when you provide a solution,…I apologize for the problem Bill,…I've gone ahead and credited your account.…You can even use it at the end,…is there anything else I can help you with today Bill?…You may have noticed I'm using…
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers