This is important because it is possible to imply messages through tone of voice that
contradict the actual message that needs to be put across.
In call center operations, it is vital that tonality matches – that is, is congruent with the
message contained within a script.
04 SMILE AS YOU SPEAK
A good wavy to keep the tone positive is to smile as you
speak. The caller will be able to notice this in your voice.
An emotional connection should be established to ensure customer loyalty
and to drive decisions and behavior.
Here are some tips to help agents build an emotional connection:
01
GINA...
Greet the customer enthusiastically and make sure to get
their name. Then refer to them by name to establish a
personal connection.
You need to make the customer feel you are speaking
with a person, not a caller. This will also let the caller
know you are paying attention to them.
REALLY LISTEN TO THE CALLER
This will demonstrate respect and help the customer feel welcome and
important. It will also give the impression that you appreciate their time.
The first 6 seconds of a call are crucial. In those first 6 seconds, even
if you intend to transfer the call, make sure not to interrupt. Let the
caller know that you are listening.
BE NATURAL
HELLO
REFER TO THE CUSTOMER BY NAME
It is difficult to do this when you use a script. Therefore, it is
better to provide consistency of warmth than consistency of
process – and a script isn’t the best way to gain an emotional
connection with the caller.
You need to be adaptable and therefore able to put yourself in the caller’s
shoes.
02
06 VALUE YOUR CALLER
The relationship between you and your caller grows stronger when
the client feels valued, rather than processed.
. . .
The caller doesn’t want to be treated as part of your job procedure.
Therefore, it is important to be warm towards them and not rush
the conversation.
You should try to establish a one-to-one relationship. For example, if
the caller mentions that they are going on holiday, ask them where they
are going.
03
BE HONEST
It is important not to promise what you cannot fulfil. If
you say you will call a customer back, then this is what
you must do.
TONE, LANGUAGE AND STYLE ARE VERY IMPORTANT
IN ESTABLISHING A CONNECTION
Pay attention to how the caller is communicating and try to match
their energy. Share their priorities and mirror their behavior.
Connections
CHRISTMAS EDITION
07
IS TRUE...
This way a relationship of trust can be built and they
are more likely to call back for your help in the future.
Language affects the emotional state of callers. It is best to keep the
language positive.
4
05
Following these steps will help to build an emotional connection with a caller,
and make the experience more pleasant for both the customer and yourself.
CHRISTMAS EDITION
Connections
5