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 cold and unfriendly.
Instead, the editors of Customer Communicator, the training and motivation newsletter for frontline reps suggest warming up the conversation with a few extra words.
Here are three examples of cold, unfriendly language, followed by warmer, more friendly alternatives:
Cold: “Yes”
Warm: “Yes, I’d be happy to help you with that” or “Yes we do offer that service.”
Cold: “Name?”
Warm: “May I have your first and last name?”
Cold: “Account number?”
Warm: “I need to ask you a few questions, let’s start with your account number.”
Tips for better communication appear regularly in Customer Communicator.