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 […]
Customized Engaging Online Customer Service Training
Tag: How to Establish Rapport with Callers
Simple Guidance for Building Rapport with Customers When You Have to Give Them Bad News
When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant.
When you have to give a customer bad news, do it using the “Feel, Felt, Found Method.” This approach helps you to foster a sense of connection with customers, even when you can’t give them exactly what they want.
The basic model for Feel, Felt, Found is:
Feel
Relay that you understand how the customer feels. “I can understand why you feel that way.”
Felt
Show the customer they aren’t alone. “I had another customer who had a similar situation and felt the same way.”
Found
Tell the customer what you’ve found to work. “We found that this worked best.”
Let me show you how this looks in action.
This One Tip Will Instantly Make You Sound Friendlier On the Phone With Customers
One of the easiest ways to make your conversations with customers more conversational and friendly is to speak in complete sentences.
It is so familiar to hear interactions like this:
Last name? First name? Zip code?
It’s undoubtedly efficient to ask customers questions in this manner. However, it’s not the friendliest approach. In this article, I’ll talk to you about instantly improving your ability to connect with customers and sound friendly by just speaking in complete sentences.
Yes, speaking in complete sentences will take a few more seconds, but it’s so worth it because of how the conversation will flow and how your customers perceive you.
When you have to ask your customer questions, I want you to do two things:
How to Establish Rapport with Callers in 6 Seconds Flat
I just got off the phone with a call center agent who is in fear of losing her job because her supervisor says her tone, attitude and approach with customers is unacceptable. she has exactly 90 days to improve — or she will be fired.
She said she found my blog when she googled how to improve your customer service skills. I wished I could be there sitting across from this young woman, who I imagine is in her early 20s, and coach her. But she’s in Los Angeles and I have a plane to catch this afternoon, heading to the east coast.
I did coach this young customer service representative, over the phone, on how to soften her approach by making sure she doesn’t over-talk customers, by using what I call a “lead-in” and by listening with the intent to understand.
We talked for nearly an hour and then I gave her a complimentary enrollment in my online learning suite. She touched me with her proactive spirit and now I am determined to help her.
After coaching this young lady, I thought it might be helpful to share with you 4 of the tips I shared with her today. Maybe these tips can help your own employees deliver a better customer experience over the telephone.
De-escalation Training for Customer Service & Soft Skills Training 