Start conversations with customers using the Five Question Technique. Make customers feel at ease and uncover additional ways to serve them.
- One of my favorite ways to build rapport…with customers is by starting a conversation.…There are a few benefits to making…a little small talk.…You can make customers feel more comfortable…by getting them to talk about themselves.…You can reduce your customer's perception…of wait time by filling dead air.…And a conversation can help identify…additional opportunities to serve.…Some people are natural conversationalists,…but I'll be the first to admit I'm not one of them.…
That's why I used something called…the five question technique to help me start conversations.…Here's how it works.…Make a list of five questions that you might use…to break the ice, make a customer feel more comfortable,…or uncover an additional opportunity to serve.…Remember your list of questions the next time…it's appropriate to start a brief conversation…with a customer, and use one of your questions…to get things going.…Now try to go beyond generic questions like,…how are you today?…Or closed questions that can only be answered…with yes or no, such as is there anything else…
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- 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.