Instantly sound friendlier by speaking in complete sentences when talking to your customers. This comes into play especially when you have to ask your customer several questions to solve a problem.
- Date of birth? Last name? Zip code? Have you ever had a conversation with a customer service person, and it went something like that? A lot of people ask questions this way. The problem with talking in little bytes is it sounds robotic, and it's hard to create rapport with customers if you sound mechanical. Think about the difference in placing a fast food order where the person says pull forward, versus my pleasure, we'll have your order ready at the window.
Which sounds better to you? These are both full sentences, yes, but the attitude is very different. The difference between talking in bytes and complete sentences is just as striking. So it make sense that one of the easiest ways to make your conversations with customers more warm and friendly is to speak in complete sentences. Before we jump into that, let's think about why we sometimes talk in fragments. The temptation to talk in fragments is greatest when we have to ask a customer several questions before we can help them.
We do it because we want to quickly get through the questions so we can solve their problem or answer their question. But remember, we're not coming cross as helpful, we're coming across as mechanical and impatient. So while our intentions are good, we need better execution. So when you have to ask your customer questions, I want you to do two things. First, always ask your questions in complete sentences. And second, use please and thank you whenever it makes sense.
It'll sound something like this. Can I please have your last name? Or, do you happen to have your claim number? Or, thank you, one last question for you. When you speak in complete sentences, you not only sound friendlier, but the conversation will have a casual natural flow, and this gives you the best opportunity to create rapport.
- Identify how to build a rapport with customers through acknowledging concern.
- Explore the rapport building technique of yielding to customers.
- Break down how speaking in complete sentences during a customer service call helps to build rapport.
- Examine the ways to build rapport through a customer chat interaction.
- Identify the best ways to use rapport to disarm angry customers.