20 WOW Telephone Techniques: Tip #6

Don’t say anything to a customer that you wouldn’t say to your grandmother.

 

If we all followed this simple rule, we would always create warm experiences over the telephone. Most of us would never speak to our grandmother in a harsh, rude, apathetic or condescending tone. Further, we’d eagerly go out of our way to find a solution to help grandma out. Naturally, we’d smile when speaking to grandma.

So, tip # 6 is “Don’t say anything to a customer that you wouldn’t say to your grandmother. “  When you master this tip, all of the other tips really become unnecessary.

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!

One thought on “20 WOW Telephone Techniques: Tip #6

  1. I love reading your article – im looking for the best greeting and holding procedure for call centre .

    Tks

    Regards

    Yuzlin

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s