How can you navigate social hierarchies on the phone with customers?

2 Listen actively

One of the best ways to show respect and empathy to your customers is to listen actively to what they say and how they say it. Pay attention to their tone, pace, and volume, and try to match them as much as possible. This will help you establish rapport and trust with your customers, and avoid misunderstandings or conflicts. Also, listen for cues that indicate their level of authority, status, or influence, and adjust your communication style accordingly.

3 Ask for permission

When you need to do something that might affect your customer's time, privacy, or comfort, always ask for their permission first. This can include putting them on hold, transferring them to another department, asking for personal information, or sending them a follow-up email. Asking for permission shows that you value their opinion and consent, and that you are not imposing your own agenda or power over them.

4 Be polite and humble

No matter how confident or knowledgeable you are, always be polite and humble when you talk to your customers on the phone. Use words and phrases that express gratitude, appreciation, and apology, such as "thank you", "please", "I'm sorry", and "I appreciate your patience". Avoid interrupting, contradicting, or correcting your customers, unless it is absolutely necessary. Instead, use positive feedback, affirmation, and clarification to guide them through the conversation.

5 Respect boundaries

While it is important to build rapport and connection with your customers, you also need to respect their boundaries and preferences. Don't assume that you can call them anytime, or that they are comfortable with sharing personal details or opinions. Always ask them when is the best time to call them, or if they prefer another method of communication, such as email or chat. Also, avoid asking or commenting on topics that might be considered inappropriate, offensive, or irrelevant, such as religion, politics, or family.

6 Adapt and learn

Finally, remember that navigating social hierarchies on the phone with customers is not a one-size-fits-all approach. You need to be flexible and adaptable to the different situations and personalities that you encounter. Be open-minded and curious about your customers' cultures and perspectives, and learn from your mistakes and feedback. By doing so, you will not only improve your customer service skills, but also your intercultural competence and awareness.