It’s our name. With that in mind, aim to use your customer’s name a couple of times during the call. The best time is right after you hear it.
Customer: Hi, this is Ann. I’ve got a question about my invoice.
Bart: “Hi Ann, I’m glad you called. What’s the question?”
Compare that to starting the conversation by asking for an account number, policy number or any number. Yuk.
Use Their Name As Soon As You Hear It
Using the person's name acknowledges their identify and massages their Ego, which boosts their self-esteem. Recognizing that they exist is a powerful, simple step towards a better call.
Ahh, that feels better!