ACKNOWLEDGE YOUR CUSTOMER When your customer speaks, use words like "yes", "oh", "OK", "I see" and "go on", periodically, to let him know that you are listening.
E M P A T H Y Putting yourself in someone else’s shoes
“ Empathy statements PROVE to the person that you understand their emotional state.....and are most effective when you demonstrate that you also understand WHY the individual is upset....empathy statements do not involve AGREEING with the client, or condoning his or her abusive behavior. Empathy statements just convey that you are interested and concerned, and that you understand. Nothing more, and nothing less.”
Hold Times -- Tell your customer why you need to put him on hold and the length of time, in minutes, that he may be holding. A short hold, a brief hold and some time are not realistic time expectations“
"I need to look up information about this error message. May I put you on hold for about 5 minutes while I check my resources?"
Dead Air -- If you need to read case notes, look up information, read an article or do anything else without putting your customer on hold, let your customer know what you need to do, how long it will take and ask for permission to do it.
"May I take 2 or 3 minutes to read the case notes?"
Always thank your customer for holding the line or for waiting for you.
"Thank you for holding."
"I've finished reading the case notes. Thank you for waiting.”
Power Words Absolutely! Great! Wonderful! That’s good to hear! Empathy Statements I’m sorry to hear that… I’m sorry you feel that way… I understand how frustrating this is... I see where you’re coming from… I apologize for the inconvenience… Listener Feedback I see. Alright. Ok. I understand. Your TONE is very important. BE SINCERE… MEAN WHAT YOU SAY… SMILE…