Superman to the rescue

Pop Quiz:

Q: Why is your customer calling?

A: Because they need your help.

With that in mind, here are some words to use before you even understand the problem completely.

• I’m glad you called
• I can help
• I will look into this
• You called the right person
• Let me help
• We can resolve this

These reassuring expressions are what I like to call, Superman Phrases. 

Why? ...because they promise to help without a disclaimer. 

Imagine Superman saying ‘I’ll try to help – but that’s an awfully tall building!”  Or “did you read the policy?” 

 You definitely wouldn’t hear, “I’ll try”

Your customers want your expertise.  Take control of the call, offer them reassurance and let them know they are in good hands.

What makes challenging callers so darn challenging?

Many times the real reason that caller is hard to handle is because they intimidate us or make us nervous. 

Why? Because they yell, talk fast, use demanding language or use our trigger words i.e.  “you people!”
 
Tip: Act like you can handle it and you can!
 
Try;
Standing up as they talk.  Standing is a more powerful pose than sitting.  It will make you feel more confident.
 
Saying something to yourself as they talk.  “I got this!”
 
Remembering that you have the ability to help. You’ve helped many callers before so focus on listening to determine the facts.  Writing down the details of their story can help keep your thoughts focused on those facts.
 
Basking in your success.  After the call has been completed, take a moment to congratulate yourself and appreciate what you did well.

Keep it short, keep it simple and add some fun!

Your greeting sets the tone for the conversation and is one of the most important parts of your job. To make it great...

• Keep it short, so you can get to the point and answer their question.

• Keep it simple, so they can understand how easy it is to do business with you.

• Have some fun, so your tone sounds upbeat and you set your com- pany apart from the competition.

Try this: The typical greeting includes your name, location and welcoming words. Why not mix up the welcoming words you use?

Good Morning, Awesome Company billing, this is Ally.

It’s a great day at Awesome Company, this is Sally.

Thank you for calling Awesome Company, this is Wally. 

What do you say when you answer the phone?