From the course: Phone-Based Customer Service

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Create personal connections

Create personal connections

From the course: Phone-Based Customer Service

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Create personal connections

- Creating a personal connection is a great way to build rapport with customers. It involves moving the call from a transaction to a helpful conversation between two people. This creates a common bond between you and the customer, where the customer likes you and feels great about your service. Now this can be tough to do over the phone, especially when you don't have a lot of time for chit-chat. But there are techniques that work. And in this video, I'd like to show you a few. Let's start with names. Calling a customer by name immediately makes the call feel a little more personal. It's a good idea to learn the customer's name at the start of the call and use it a few times throughout the conversation. You can use it at the beginning, such as "Hi Bill, how may I help you today?" You can use it when you provide a solution. "I apologize for the problem Bill. "I've gone ahead and credited your account." You can even use…

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