At AnswerConnect we firmly believe that creating a personal connection with customers is vital to successful businesses.
Most of that connection depends on the use of a warm, friendly tone; the building of rapport and the ability to be on the same level as your customer. A cold tone or a negative phrase can leave a customer frustrated and annoyed and can escalate a situation way beyond the level it should have reached.
Here are a few phrases we think should be avoided at all times:
1) I am only…. At Answerconnect we quickly realised that if our associates tell customers they are “only” the answering service or receptionist, the caller may think the person doesn’t want to take any responsibility or doesn’t care. It also diminishes a very important role in any business organisation.
So instead, let’s concentrate on what you can do, not what you can’t,. Example – “What I can do is take your details and a message and have Mr. Smith call you back as soon as he is available. Would that be helpful?”
2) I don’t know ….Not the answer a customer really wants to hear. They will become frustrated or just hang up when they know their question is absolutely not going to be answered.
Try saying “ Good question, let me find out for you.” Your customer will know that you are interested in them and making sure their question is answered.
3) Please hold …..Ok, so this might not seem like a biggie ! It is better than “Just a minute please,” then disappearing into the ether for whatever reason, but you are still demanding that a customer holds.
Try asking instead, “Would you mind holding for a moment until….” then explain why you are asking them to hold. If your customer knows why they are being asked to hold , they are much more willing to accept this.
4) You’ll have to ……Now that phrase can come across as a very demanding thing to say to your customer. The don’t really like being told what to do.
So, rather than tell them what to do, suggest something by saying, “ The best thing to do is …..” That way you are giving advice and guiding them to the right thing to do. In my experience, customers feel far more valued that way.
So, a few subtle changes in how you talk to your customers makes a massive difference.
At AnswerConnect, we train our associates to these standards so that your callers will always have the most positive experience possible when contacting your company
Call AnswerConnect at 0800 802 1609 or register here today to ensure your clients are greeted by capable, responsive professionals 24/7/365.
Redrafted by Gerry McColl