Download How to Talk to Customers: Create a Great Impression Every by Diane Berenbaum PDF

By Diane Berenbaum

Packed with case reports and anecdotes, find out how to consult shoppers demystifies the main severe point of purchaser carrier: conversations staff have on a daily basis with consumers. during this must-have source, Diane Berenbaum and Tom Larkin define a confirmed process in accordance with their MAGIC customer support education software. MAGIC, which stands for Make an outstanding impact at the buyer, can assist a person develop into the kind of communicator that makes their buyers suppose particular.

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Moreover, you convey the message that you’re genuinely there to help. By demonstrating empathy, you recognize the other person as a human being. This makes him feel more comfortable with you and, therefore, more willing to work with you. HOW TO EXPRESS EMPATHY In a telephone conversation, you communicate empathy through two means: the tone of your voice and the words that you choose. The most important tonal quality is one of sincerity. You are using your tone of voice to acknowledge the caller’s feelings and to show a genuine desire to help her, so it is critical that you be sincere with your tone.

If you speak too quickly, your words can become muddied, and, worse, you can lose those valuable inflections in your tone that express sincerity and a willingness to help. You can also come across as being in a rush and hoping to get through the conversation as quickly as possible (implying that you have more important things to do). No customer likes to be rushed or to feel as though he were an imposition. Finally, if you speak too fast, your customer may not catch your message and will begin to wonder if she’s called the right place.

The goal is to use enough empathy to mirror your understanding of the person’s feelings and the significance of the issue. Too often representatives fall back on the “I’m sorry” or “I understand” catch phrases. Have you ever been on the receiving end of such “empathy”? The more frequently such phrases are uttered, the less empathic they feel. To develop your ability to convey sincere empathy, it is important for you to find the phrases that feel natural to you. ” “This sounds urgent. ” There are many more examples, but you get the idea.

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