Customers are more likely to feel good about your service if you can create a personal connection. In this video, learn how to put into practice three techniques to build rapport.
- Creating a personal connection is a great way … to build rapport with customers. … It involves moving the call from a transaction … to a helpful conversation 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 chit-chat. … 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?" …
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers