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Photo courtesy of The Tax Haven
Who are you?
Connect on a personal level by giving the customer some brief identifying information about yourself. You can easily do this by greeting the customer with your name and location before asking the customer for his name. Not only will this remind the customer that he is dealing with an individual rather than a nameless, faceless company, but it also may offer a point of commonality for the customer, “I’ve always wanted to visit North Carolina! I bet the weather is nice there”.
Who is the customer?
After you ask the customer’s name, remember it and use it when appropriate. People feel far more connected to someone who addresses them directly rather than those who use ma’am or sir, or who avoid addressing them at all (have you ever had a representative come back on the line and launch directly into conversation instead of first addressing you and verifying your presence on the line?). Of course, the nature of your business and the personality of each customer must be the ultimate guide to how you address your customer, but do not pass up this simple opportunity to build rapport whenever appropriate.
Make smalltalk
It is inevitable that some of your calls will hit a lull while you wait for a computer system to respond, another department to pick up, or a customer to troubleshoot a problem. Having a small arsenal of topics for smalltalk is invaluable for connecting with your customer while also keeping the call from becoming a bore for both you and the customer. Some ideas to get you thinking:
Do you have any plans for this summer?
I’ve heard that [/fusion_builder_column][fusion_builder_column type=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none”][the weather] where you are has been [beautiful/tough/stormy]. Have you been able to [enjoy it/stay dry]?
How did you hear about our company?
How is your day going?
Are you looking forward to anything this weekend?
Follow the customer’s lead
If your customer volunteers personal details, be sure to comment on them. Ask how that wedding he went to was, remark on how beautiful/fun it must have been. If he mentions having been sick, inquire as to how he is feeling now and wish him well if he has not yet recovered. If you hear a dog or a child in the background, ask about them. People bring up little details about their lives to seed a conversation, and the more you pick up on and respond to these seeds, the faster your rapport will bloom.
The more ways in which you work at connecting with your customers, the more easily you will build rapport with them and have a positive case outcome. Don’t overlook these simple steps on each and every call, your customers will thank you for it.[/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]