Adapt your communication approach to phone conversations. Overcome the limitation of customers not being able to see your body language.
- Building rapport over the phone can be tricky.…Customers aren't able to see your smile,…eye contact, or other elements of non-verbal communication…that makes customers feel welcome.…A different approach is often necessary.…One of the things to realize…is body language is still important…even though customers aren't able to see you.…That's because our body language…influences the warmth and friendliness of our tone of voice.…Here's an exercise you can try…to examine the impact of body language on tone.…
Get comfortable.…Sit up straight and then lean back slightly in your chair.…Now, look directly at the screen,…put a big smile on your face,…and give your best phone greeting.…- Thank you for calling customer service.…This is Maria.…How may I help you?…- Okay, you give it a try.…Now, try it again but this time slouch down in your chair,…look at the screen out of the corner of your eye,…put a scowl on your face, and give the same greeting.…- Thank you for calling customer service.…
This is Maria; how may I help you?…
LinkedIn Learning is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.