Life’s all about making connections – with friends, lovers, colleagues, or on the 8.30 to Glasgow Queen Street.
But creating a meaningful bond with someone usually takes a fair bit of time and effort.
And time’s the one thing call and contact centre workers don’t always have on their side.
Working with one eye on the clock and the other on the incoming call list means finding time to chat about the weather in Wishaw (more rain) is almost impossible.
But making that human – or emotional connection – with a customer is possible, even in a short space of time.
It might mean going off-script but, if the return is customer loyalty and satisfaction, a spot of ad-libbing is worth it. Here’s how to do it.
Namecheck
Medical research shows hearing our own name lights up an entirely different part of our brain than any other words – so by using a customer’s name you’re already reaching their innermost selves.
Keep your language positive, your tone warm – make it sound like you’re not reading. A robotic approach is only going to raise a customer’s hackles.
Big ears
Most of us are pretty bad at listening – we’re simply waiting for our turn to speak. But listening is the bedrock of any sales or customer service call, especially in those first few seconds. It makes the customer feel their call is valued.
So listen out for clues in the tone of the customer’s voice and match your response accordingly: calming an angry caller, reassuring a worried one.
Let the caller have their say before asking questions.
Say cheese
Yes a great way to ensure a positive tone is to smile as you speak. Callers can notice this in your voice, even over the telephone.
Make impressions
We don’t mean slipping into your best Elvis impersonation – this is about adapting your telephone style to the customer. Use a similar tone and language: so if the caller is business-like be the same. If they’re more relaxed, you can be a little more informal.
Knowledge
Use a customer’s history to your advantage. Knowing even the smallest detail about a customer and using it in your conversation makes the caller feel special. Try thanking them for being a customer or reminding them how much you value their frequent purchases of athlete’s foot powder.
See the latest Call & Contact Centre vacancies at s1jobs.com