As CSRs, you have the privilege and the responsibility to set the tone for how a client feels about the company you work for.
What first impression are you giving your clients? Do they feel like a burden to you, like they are interrupting more important work? Do they feel like you would rather be doing anything else rather than talking to them?
Often as CSRs, we lose focus on the importance of the first 30 seconds of the call.
There are 3 key things you can do as a CSR to make sure you are winning in the first 30 seconds.
When I am listening to CSR calls, the most common mistake I hear is them rushing through the greeting.
“Thankyoufor calling ServExtraHVAC thisisBrandyhowcanImakeyoucomfortabletoday?”
“Thank you for calling Service Excellence Heating and Air. (Pause 1 second) My name is Brandy. (Pause 1 second) How can I make you comfortable today?”
If you sound like you are at a try out to be an auctioneer, you need to slow down. This will help you sound more friendly without sounding annoyed, or like the caller is interrupting you.
Another common missed opportunity is empathy. Many callers will start by telling the CSR their “why” for calling. My AC isn’t working, my toilet is clogged, the outlets in my master bath are not working, etc.
For many CSRs their response is: “Can I get your address please?”, or “Have we ever been there before?”, or “How long has this been happening?”
What they should be saying instead is, “I understand how frustrating that is, you have called the right place, I will be happy to help you get that issue resolved.”
The old adage is, “People don’t care how much you know until they know how much you care.”
One of the most difficult habits to break is to stop thinking of the clients by their address and to start thinking of the client by name.
I recommend asking for the name right after the empathy and reassurance.
“I will be happy to help you get this issue resolved. Who do I have the pleasure of speaking with today?”
People love to hear their own name, so the earlier in the call you can get their name, the more opportunity you will have to use it. This will not only help you build a relationship with the client, but it will also lower defenses.
By mastering these three simple skills, you will find that your clients are much happier on the phone, and more willing to book an appointment.
When you win in the first 30 seconds of the call you are creating a client relationship that will be a WIN-WIN-WIN for everyone!
This is one of the topics covered in the 2-day PRESS PLAY for CSR program. Check out more information by clicking here:
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