How can you give positive feedback to a caller?

1 Prepare yourself

Before you answer the phone or make a call, prepare yourself mentally and emotionally to give positive feedback. This means being in a positive mood, having a friendly tone of voice, and being attentive to the caller's needs and expectations. You can also prepare some phrases or words that you can use to express your appreciation, recognition, or encouragement to the caller. For example, you can say "Thank you for calling", "I appreciate your patience", or "You did a great job".

2 Listen actively

The next step is to listen actively to the caller . This means paying attention to what they are saying, how they are saying it, and what they are feeling. You can show that you are listening by using verbal and non-verbal cues, such as nodding, smiling, making eye contact, and saying "Uh-huh" or "I see". You can also ask open-ended questions, paraphrase what they said, or summarize the main points to check your understanding and show your interest.

3 Give specific feedback

The third step is to give specific feedback to the caller. This means focusing on the positive aspects of their performance, behavior, or situation, and giving concrete examples or evidence. You can also explain how their actions or outcomes benefited you, them, or others. For example, you can say "You handled that complaint very professionally", "You made a very persuasive presentation", or "You solved that problem very creatively". Avoid vague or general feedback, such as "You are awesome" or "You are doing great", as they may sound insincere or unhelpful.

4 End on a positive note

The final step is to end the conversation on a positive note. This means expressing your gratitude, appreciation, or satisfaction to the caller, and inviting them to keep in touch, follow up, or take the next steps. You can also reinforce your feedback by repeating the main points or giving a compliment. For example, you can say "Thank you for your time and cooperation", "I enjoyed talking to you", or "You are a valuable customer". Avoid ending the conversation abruptly, rudely, or negatively, as this may undo the effects of your positive feedback.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?