With today’s impressive technology, it’s easy to forget how important the most basic human contact can be when it comes to positive communication. Without the face to face cues that let us know the other person is listening and hopefully sympathetic to our concerns, a phone call can convey, in contrast, disinterest and even dislike for the caller! Make sure your employees take the time to really listen to your customers, and let them know regularly that they not only are hearing what your customers are saying, but get what they’re really talking about, too. A simple “I understand.” or “Wow, I appreciate that you’re frustrated. I’d be frustrated too.” goes a long way in letting the person on the other end of the phone line know that your agent not only understands the problem, but is taking it seriously as well. Even if they can’t solve the issue immediately, they can identify with the caller’s feelings, and convey a genuine sense of concern that will let your customer know they matter!
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