7-Step Call Flow Strategy for Customer Service Calls
In this video, you'll discover my proven 7-step call flow strategy to elevate your telephone customer experience. Say goodbye to awkward silences, abrupt interruptions, and frustrated callers. Instead, learn how to craft a warm, engaging, and empathetic interaction from start to finish.
Here's what you can expect to gain:
1. The 4-part "lead-in" formula for a friendly, professional opening that sets the tone.
2. Techniques for acknowledging emotions and making customers feel heard and understood.
3. The art of "yielding" to callers to avoid interruptions and build rapport.
4. Bridging methods to transition smoothly into questioning without sounding interrogative.
5. Tips for speaking in complete sentences to enhance your warmth and approachability.
6. Closing strategies that leave a positive lasting impression and open the door for future interactions.
7. Hands-on prompts to immediately apply these steps and refine your telephone skills.
Don't miss this opportunity to transform your customer calls from mundane to memorable. Implement these 7 steps and provide an exceptional experience that keeps customers coming back!
00:00:05 Improving Telephone Customer Experience: The Seven Step Call Flow Strategy
00:08:40 Yielding to Callers: Giving Customers Right of Way
00:13:55 Avoiding Interrogation: Bridging Into Questioning
00:19:30 Speaking Effectively: Using Complete Sentences
00:24:15 Ending Calls Gracefully: Expressing Appreciation
To help you improve your telephone customer experience, I want you to set three goals using a method I use to close all of my workshops: Start, Stop, and Continue.
Here’s what you do.
Write down one thing you’ll START doing based on something you’ve learned in this video.
Next, what’s one thing you commit to STOP doing?
Finally, what’s one thing you’ll CONTINUE to do? I’m sure you’re already successfully supporting your customers in many ways. What's one of the things you’re doing really well? To reinforce the good habit, write it down.
Simple exercises like this can help you capture your biggest takeaways and inspire you to put them into practice.
For more help with how to talk to customers, check out these resources:
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