When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5) Missed rapport opportunities by not pacing.
Today I’m giving you quick fixes for the significant five issues I always see with my clients. You can use these solutions for a short 15-minute team training or in your coaching meetings.
1. Speak In Complete Sentences
Merely going from “Last name?” to “May I have your last name, please?” instantly makes interactions sound friendlier.