20 WOW Telephone Techniques: Tip #14

How to WOW a Caller that You Cannot Hear

Last week I called my natural gas company, ONG, from my cell phone.  Apparently the representative could not hear me at all. After saying “hello” a couple of times, she said:

“I’m sorry, I’m not able to hear you. Your call is important to us. Please call us back at 800-xxx-xxxx. Thank you for calling ONG.”

I loved it! Most Reps might just hang up when they hear nothing on the other end of the phone. BUT ONG used “dead air” as an opportunity to WOW. This simple statement was memorable and unusual. The next time you can’t hear an incoming caller, try ONG’s response strategy and you will WOW your callers. 🙂

If you liked this tip, you might also like our customer service eLearning. It has a a module on telephone techniques and another on call control.

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

7 thoughts on “20 WOW Telephone Techniques: Tip #14

  1. With our phone system, we can see the incoming number. I would suggest the rep could even have said : I am going to hang up and try you back at XXX-XXX-XXXX. If the caller was on a cell phone, I doubt they’d be able to remember the new number to call, so this offers an alternative for that situation.

    1. Tricia, I really like your suggestion! I remember losing connection once with a Rep with Gateway computers and she called me back on the number she saw on her caller id…similar to what you’re suggesting. I loved that Gateway did that because it kept me from having to call back, wait in queue, and possible having to start all over.

  2. Hi,

    I selvarajah krishnakaan would hereby like to bring it to your kind attention with regard with call centre training programms. So please be kind enough to email few tips about customer care.

    Your Faithfully,
    Krishnakaan…………

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