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:
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.
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.
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.
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.
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.
