Negative...Realistic...Positive

Which one are you?

Let's say a customer calls and wants to book an appointment. You check and discover the first appointment available in June.  Do you say?

1. Yikes, there is nothing until June, you should have called earlier.

2. I've checked and there is nothing until June.

3. Good news! I've got openings in June, do you prefer mornings or afternoons?

Sometimes in our effort to be realistic, we come across as negative.  Aim for positive!

Building rapport one name at a time...

One of the best ways to build rapport with your customers is to use their name. Calling them by name shows respect and makes them feel special.  Here’s how it might sound:

You:  Good Morning, Awesome Co., this is Ann.

Customer:  Yes, this is Matthew McConaughey and I have a question about my bill.

You: Certainly Matthew, I can help.  What is your address so that I can access your account?

That was easy, wasn’t it?

A couple of pointers:

• Notice I used his first name.  Calling him Matthew is less formal than Mr. McConaughey which inspires a more friendly conversation.    Tip: Check with your Manager, to see if they have a preference.

• Some companies suggest using the customers name 3 times.  If that fits naturally and the call is long enough, 3 is good.  Don’t force it though, it will feel like a script.  1-2 times a call is the goal.

• If their name is hard to pronounce, write it down phonetically so you can try to say it.  Giving it your best shot is more welcoming than not.

A Warm Welcome

Last week, I walked into one of my favorite clients' offices for training and was greeted with clapping hands, smiles and a big "Hello Ann!"

It made me feel great and got me thinking that everyone should experience that feeling!

Can you do that over the phone?

• Offer your name, some welcoming words and your location in your greeting.
• Use a professional and friendly tone (smile as you say your greeting).
• Say their name as soon as you hear it.
• Be truly glad that they are calling.  Heck, if they aren't calling you, they are calling the competition!

Thanks again for the warm welcome Stephanie, Robyn, Patty, Dave and Jes!

When all else fails...

Have you ever had a caller with an issue that couldn't be resolved? 

In a class yesterday, the participants described a situation that cost their client a large sum of money.  It had happened.  There was nothing that could undo that interaction or change the outcome.  

So, how do you rebuild the relationship?

Step 1:  Listen fully.

Step 2:  Apologize sincerely.

Step 3:  Ask the client what they would like you to do.

They know it can't be changed. Give them this extra chance to vent and to come up with a request.  

Step 4:  Do what they ask you to do.  

Chances are, they will ask you to investigate how it happened and put a system in place so that it doesn't happen again.

Do that, and do it well, and you are on the path to redemption. 

Walk with me...

• Just finished a tough call? 
• Fighting off the after-lunch slump?
• Looking for a creative solution to deal with a customer situation?

Try walking.

A physical change can change your thinking.  So get up and walk - around the office, around the building or around the printer! 

Moving gives you a chance to ponder the situation and, literally, get a new perspective.

Is there anything else I can help you with today?

Great question to ask at the end of your conversation, but please DON'T ask this if you didn't solve the original request. 

True Story: I called my bank last week to solve an issue I had at the ATM.  The CSR needed my account information, which I couldn't access at the time.  I offered my company name but he said he couldn't help.  Then he said, "is there anything else I can help with you today?"

Now, you all know I'm pretty easy going, but this question right after saying he couldn't help made me furious. 

Don't make your customers furious.  Only offer additional service if you have indeed offered service.

Are you an empathy detective?

Your assignment for today, should you choose to accept it, is Spot-the-Emotion.

How it works.  

Step 1: Make a list of emotions your callers display.

Frustration, Skepticism, Worried, Impatience, Relief, Confusion, Joy, Satisfaction

Step 2: During the call, spot the emotion of the caller and check it off on your list.

Step 3: Use this to reflect back your understanding of thier situation.  i.e.  "I understand your concern and would be glad to help"  or "I appreciate your patience" or "you sound worried, let me see what we can do"

Need help spotting the emotion? click here.