Lily Tomlin, the writer of this renowned statement, supplied it in her skit as a telephone operator. It is well remembered because we can all relate to the frustration and also confusion it evokes as soon as trying to connect by phone.
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All telephone service specialists must have it recorded in a significant place as a reminder to communicate clearly through their customers. Next off to this statement should be an additional reminder, the crucial to interacting clearly via customers, CONNECT. What is CONNECT?
CONNECT is an acronym containing the keys to successful telephone communication through customers. It stands for: Caring mindset Own the call Now is the time for good tone Never waiver in your attentiveness Expectations are as much as you Complaints are an opportunity Song in to your customer
Each of the letters represents a compelled component of successful communication once working via customers over the telephone.
Attitude is reflected in your voice whether you realize it or not. Take steps to preserve a positive mindset, no issue what the instance.
Owning the speak to is essential to satisfying the customer’s concern, even if you were not the perkid who originally took the speak to or you should sfinish them on to someone else to deal with the trouble.
Tone is critical in telephone communication, bookkeeping for 85% of the total communication. Managing your own tone and listening for the customer’s tone can make or break a customer enrespond to.
Never waiver in attentiveness; this have the right to be a challenge as soon as you take repeated calls or when you have had actually a very lengthy, tiring day yet is vital in efficiently interacting and also addressing the customer’s trouble. A survey by Eticon, Inc. on the impact of interaction on organization lists indistinction and also inattentiveness as the second many critical aspect. Use techniques to stay attentive in challenging situations.
Expectations should be set by you, not the customer in order to guarantee a satisfied enrespond to. Apply techniques to manage expectations in order to end via a positive perception. Customer perceptions are figured out by their expectations.
Complaints, though we dcheck out acquiring them, are actually a positive point, giving an chance to better accomplish the customer’s requirements. Use this kind of encounter to learn even more around how to serve your customer.
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Track in to your customer’s communication style. Understanding your customer’s communication choices will allow you to interact more successfully. Know just how to recognize your customer’s style and also readjust yours to ensure good communication.
About Greg Coleman
Greg Colemale is a principal partner and also vice president of Strategic Programs for Service Strategies Corp. Residing in San Diego, CA, Mr. Coleguy has actually more than 25 years of endure in the high-technology solutions and customer experience fields. Mr. Coleguy has actually worked through leading technology solutions establishments to construct and also deploy international requirements for organization excellence and has actually assessed the performance of thousands of organizations global. You can e-mail him at gcoleman