Have you ever called a company and been immediately turned off within the first few seconds? Did that negative impression impact the rest of the conversation? Was it a painful interaction?
The way people answer the phone can make or break my entire conversation with them. And by making a few changes, a completely different customer service experiences can be created.
Real World Story:
Scenario 1: An insurance company changes its greeting from “Policy number, please” to “Before we begin, is everyone all right?”
Scenario 2: A large medical group changes its greeting from “Member number, please” to “Hi, this is ______. How may I help you today?”
Scenario 3: Another company changes its greeting from “How can I help you” to “I can help you”—which gives the employee confidence in knowing she CAN help the customer.
Scenario 4: In this humorous article, the author describes the difference between how Pizza Hut and Verizon greet customers. One company knows everything about its customer while the other claims ignorance. It’s shocking to see which is which.
In all four real world scenarios, a small change in the initial greeting changed customers’ immediate impression of the company. When the greeting was personalized, customers felt an immediate human connection. They felt like the company actually cared about them as a human being–not like a thing being processed. When customers feel cared for, they are more likely to feel confident in doing more business with the company. And that’s a good thing, huh?
Strategies that Turn it Around:
- How easy or difficult is it for your customers to speak to a human being? Do they have to hit five different numbers? Do they have to scream “Customer Service” into the phone until a person finally picks up?
- When a human does finally answer the phone, what exactly does he say? Does he introduce himself and your company? Does he offer a warm greeting? Or does he immediately request the customer’s account number?
- After the initial greeting, do you get and use the customer’s name during the interaction?
- If this is a regular customer, do you have access to her information and can refer to it so she doesn’t have to repeat herself again and again?
Remember: First impressions are important and can set the tone for the entire encounter. The warmer the greeting, the more likely the customer will feel at ease and will trust that you are going to help. And when customers trust and like us, they are more likely to return . Yay!
How do YOU like to be greeted on the phone? I’d love to hear your stories in the comments section below.