If you had attended on of my PhonePower workshops dealing with enhancing your customer experience over the phone, you would have heard some of these Top 10 ‘Phil’s Faves’ strategies often:
- Your enthusiastic greeting is very important.
- Remember … that’s your job calling, or your mortgage or the kids braces.
- Tone of voice is more powerful than words.
- Put a smile in your voice. Callers can hear that … really!
- Use callers’ names periodically, but not mechanically.
- Slow down … pause more.
- Take good notes and periodically check for accuracy,
- Regularly use ‘courtesy’ words, such as ‘please’, ‘thank you’, ‘you’re welcome’, ‘my pleasure’, ‘I’d be happy to…’, etc, but not ‘no problem;.
- Ask good, clear and specific questions.
- At the end, thank the caller, summarize key points discussed and clearly state next steps for you or them.
So, go blow the doors off your next customer phone conversation … turn it into a positive customer experience … and let me know how it went.