A Proven Process for Turning Angry Customers into Advocates

Many companies don’t pay enough attention to answering customer calls quickly and nicely. But those initial five seconds can really shape what customers think of your company.
Think about it: if I call different companies, I’ll get different experiences based on how they handle my call. And most of the time, those first few seconds of the call make a big impression.
Here are five simple rules to make those first five seconds count and provide better customer service:
  1. Sound Caring: When you’re talking to customers on the phone, how you sound is super important. For example, if someone from Delta Airlines answers your call with a cheerful voice, you’d probably like talking to them. So, practice with your team to make sure they sound positive.
  2. Show You Want to Help: What matters most to customers is knowing that you care about their problem and want to help. It’s not just about what they’re calling for; it’s about hearing that you’re there for them.
  3. Keep the Positivity Going: Think of a customer call like a game of tennis. You hit the ball with a smile, and it’s likely to come back with a smile. A good start sets the tone for the whole conversation.
  4. Smile and Stay Calm: Just like playing a slot machine, you never know what each call will bring. But each call is a new chance to do well. Teach your team to start each call with a smile and a calm attitude.
  5. Smooth Hand-offs: Don’t make customers repeat themselves. If you need to transfer them to another person, make sure all the important info goes with them.
Good customer service is vital for your business, and those first five seconds can really make a difference. Make sure your team understands this and is ready to impress from the very beginning.