In an effort to keep calls brief, many reps are tempted to use short one word questions and answers.
But that can come across as unfriendly and curt. See the difference that simple rephrasing makes in the examples below:
Weak: “Yes”
Strong: “Yes, I’d be happy to help you with that,” or “Yes we do offer that service.”
Weak: “Name?”
Strong: “May I have your name?”
Weak: “Account number?”
Strong: “I need to ask you a few questions, let’s start with your account number.”
More practical tips for service professionals appear in the August issue of Customer Communicator newsletter.