BLOG SIKORSKI’S THINK ABOUTS 11/30/14 – VOICE CHANNEL: HOW TO BE A SMART COMMUNICATOR

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What should your staff do to be “smart communicators?”

Create a rapport

  • Use the caller’s name
  • Ask questions
  • Let the caller know they want to solve their problem
  • Empathize and apologize when necessary
  • Indicate that they have taken notes and want to review the problem so they can help with the best solution

Create the solution

  • The call is their partner, so they should ask them for help
  • Ask what he or she would like them to do
  • Explore all options

Your staff must remember that it is the long-term relationship that counts.  They should be prepared to invest time with your customers as your ultimate goal is customer satisfaction.

Thank you for reading and sharing.

Warmest regards,

Laura Sikorski

lsikorski@laurasikorski,com

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