This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in, step 1, gets calls started on a positive note. Steps 2-6 […]
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Tag: Telephone Skills Training
Five Things You Can Do About the Telephone Experience Problem
When I listen to phone calls before training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5) Missed rapport opportunities by not pacing.
Today I’m giving you quick fixes for the five significant issues I always see with my clients. You can use these solutions for a short 15-minute team training or in your coaching meetings.
1. Speak In Complete Sentences
Merely going from “Last name?” to “May I have your last name, please?” instantly makes interactions sound friendlier.
This is How to Move Calls to Closure
In a series of events, people remember the first thing, and the last thing, more than anything else. That’s why the way you open a call, and the way you end a call, is so meaningful.
Your call closing must do two things.
You need to share any next steps with your customer; and then, you need to end with a fond farewell. In this article, you’ll learn how to assertively bring calls to closure, and end with a fond farewell.
1. Start the call closure process by giving the customer any next steps.
Sharing next steps lets the customer know the call is almost over, and, this helps you to close the call quickly.
If you have next steps, just, share them. “Alright, Deon. I have processed your return. We’ll go ahead and ship the blue Nike Elite socks, and you should have those within 4-7 business days. You can check the status of your return by logging into our website.”
2. And, then you need to end with a fond farewell.
After you’ve shared any next steps, you move right into the final closure. End with the same energy and friendliness you had when you started the call. Nice farewells include:
The 2 Mistakes Your Front Desk Staff Cannot Make in the First 6 Seconds of a Phone Call with a Patient
I took my son to the pediatrician yesterday afternoon for his annual checkup. The nurse did a quick vision test and then recommended I get my son to an optometrist. I was hoping my son would be the one person in our family who did not need corrective lenses.
In the car on the way home I called the eye doctor we’d used for my daughter a few months ago. Here’s how the call went.
5 Ideas to Improve The Way You to Talk to Customers
The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be […]
De-escalation Training for Customer Service & Soft Skills Training 