Connecting With Your Customers
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PhoneSmart Call Center reps all use the same basic script; it is important that we cover the Five Agreements with every caller. But it is just as important that we each inflict our own personality into every call. Here is a small sampling as to the uniqueness of some of our phone reps.
Even though Dana was raised in St. Louis, her roots are in the Missouri Boot Heel. She often catches herself saying alright-o to her self storage customers, with just that right amount of twang.
DJ is another country gal. She usually calls her customers honey or dear or something along those lines. I’ve tried this technique once or twice; it’s just not the same coming from me!
Liz has a long and complicated surname. In order to help her customers remember her, she ends every call with, my name is Liz Taylor, just like the movie star! This also helps to get a laugh out of her self storage callers.
Probably because there are so many variations of Kurt, our Kurt is a stickler on the correct spelling of everyone’s name. Is it Shawn with a Sh or Sean? He also uses this technique to help build rapport with his customers.
Sara is from Peru, and is one of our bilingual phone reps. in the two years she has worked at PhoneSmart she has done an excellent job of learning English. But there are still times when her caller starts rambling and Sara cannot understand a word they are saying. She takes this opportunity to take control of the call and goes back to the Five Agreements. As the caller is rambling incoherently, Sara will say Okay. And you said you needed this unit what day? It gets the customer back on track, and helps get Sara back into the conversation.
What is your style? Don’t be afraid to experiment; maybe borrow some things from your co-workers. Even though we are all selling , we can still bring our own personalities into the job!
Written by Ann Sheehan, PhoneSmart Sales Rep from beautiful Columbia, Missouri.
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