Customer Service eLearning & Onsite Training

7 Soft Skills to Transform Your Customer Experience Over the Telephone

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center.

The lead-in, step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. The final step, end with a fond farewell, ensures you end calls positively.

If these 7 steps help you in any way, well that makes my day. –Myra

1. Open with a lead-in

“Good morning. Customer Care. This is Penny. How may I help you today?” (with a 🙂 in your voice)

 

2. Convey empathy and/or acknowledge emotions when appropriate

Short video on how to acknowledge a customer’s emotion:

 

3. Yield to Callers (Don’t interrupt or over talk customers)

 

4. Bridge into questioning

5. Speak in complete sentences

Be friendly and conversational and always use a complete sentence:

 

6.  Ask “Is there anything else?”

7.  End with a fond farewell (include some form of thanks)

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For more help in how to talk to customers, check out:

Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team

Customer Service eLearning– 10 courses to improve the way your employees talk to customers over the phone and email

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