Now serving number 53...

Nobody wants to feel like a number, but are you giving that impression without knowing it?

What's the first thing you say to your caller after they share their name or their concern?

  • Account number, please?
  • Address?
  • Are you a current customer? 

Often, we get so caught up in all the details we need to gather, that the call ends up sounding impersonal.

Today, aim to respond first with their name and/or an offer to assist.

CSR: Good Morning, Awesome Co, this is Ann

Customer:  Hi Ann, this is Tanya and I've got a problem with my bill.

CSR:  I'm glad you called Tanya, what seems to be the problem? 

Then listen closely for that sigh of relief that happens as they realize they are dealing with a caring professional.