Personalizing customer contact over the phone can help you build rapport, trust, and loyalty with your customers. It can also increase customer satisfaction, retention, and referrals. But how can you achieve this without sounding robotic, scripted, or intrusive? Here are some tips to help you personalize customer contact over the phone.
One of the simplest and most effective ways to personalize customer contact over the phone is to use their name. According to research, hearing your own name activates your brain and makes you feel more valued and respected. When you greet a customer, ask for their name and use it throughout the conversation. But don't overdo it or use it inappropriately. For example, avoid using their first name if they prefer a formal title, or using their last name if they prefer a casual tone.
I think one important thing customer service executives get wrong with me is calling me Mr when my name, voice, and account information make it clear I'm a Ms. It's a big turn off. Taking a few seconds to read the customer profile before getting on a call can go a long way in making a customer feel valued.
In my experience, it is normal to infuriate the customer unintentionally when it comes to choosing how to address them, as customers differ. However, it is important to be observant and adapt easily to change. When you get corrected by the customer about how you use their names, please correct yourself and don't repeat what you have been corrected for.
Personalizing customer contact over the phone is a valuable strategy to build stronger relationships, enhance customer satisfaction, and create a positive impression of your brand. Here are effective ways to personalize customer interactions during phone calls: Use the Customer's Name: Start the conversation by addressing the customer by their name. Using their name creates an immediate sense of recognition and importance. Listen Actively: Actively listen to the customer without interrupting. Show that you value their input by allowing them to express their concerns or needs fully. Express Empathy and Understanding: Acknowledge the customer's feelings and concerns.
To personalize phone customer interactions, use the customer's name, be enthusiastic and empathetic, actively listen, share personal anecdotes, adapt to the customer's style and pace, tailor solutions to their specific needs, demonstrate knowledge and expertise, follow up on details, and express gratitude for their time and business. By doing so, you create a friendly and personalized experience, build trust, and demonstrate your commitment to the customer's satisfaction. Remember to take notes during the conversation and use industry-specific terminology to build credibility.
Personalizing customer contact over the phone is essential for building strong customer relationships and providing excellent service. Here are just two tips: -Use the Customer's Name -Prioritize Active Listening
Another way to personalize customer contact over the phone is to listen actively to what your customer is saying and show that you care. Active listening involves paying attention, asking relevant questions, paraphrasing, reflecting, and summarizing. It also involves avoiding distractions, interruptions, and judgments. By listening actively, you can understand your customer's needs, expectations, and emotions better. You can also show empathy, respect, and appreciation for their time and feedback.
One thing that gets my goat is the rehearsed responses to everything I say. If you parrot out lines, why should I talk to you, I'd just talk to the IVR? Empathetic active listening is a skill few companies have. Some examples are the customer service agents of Citibank and American Express. Each experience seems customised and personalised. It really makes me feel like I'm the most important person for them and that is a differentiator that makes them a cut above their competitors. The other issue is when customers are put on hold repeatedly with no updates from the executive. It's super frustrating and the irritating music doesn't help. It's good practice for the agent to come back to the customer every 1 minute at least and update them.
Engaging in active listening not only assures the customer they're truly heard but also creates a comfortable space for them to freely express thoughts and ideas. For instance, during a conversation with a client hesitant to share the full details of their service requirements, my genuine enthusiasm encouraged them to open up and share their needs.
Active listening plays a major role in personalized customer contact over the phone. Listening actively helps you ask relevant queries from customers and provide timely answers/solutions. Paying attention to the customer without interruption, doing necessary probing to identify the matter without being judgmental, and summarizing the call with an accurate solution are key factors for active listening. Listening actively can help you understand what customer needs and expects.
Listen actively Another way to personalize customer contact over the phone is to listen actively to what your customer is saying and show that you care. Active listening involves paying attention, asking relevant questions, paraphrasing, reflecting, and summarizing. It also involves avoiding distractions, interruptions, and judgments. By listening actively, you can understand your customer's needs, expectations, and emotions better. You can also show empathy, respect, and appreciation for their time and feedback.
A third way to personalize customer contact over the phone is to customize your solutions to your customer's specific situation and preferences. Instead of offering generic or standard answers, try to tailor your responses to their unique needs and goals. For example, if you are offering a product or service, explain how it can benefit them personally, or offer them a special deal or discount. If you are solving a problem or complaint, apologize sincerely, take responsibility, and offer a resolution that meets their expectations.
It's important to highlight that, despite shared similarities in customer complaints, a personalized approach is paramount. What resonates positively with Customer A might not necessarily suit the preferences of Customer B. Recognizing and addressing individual needs ensures a more tailored and effective response.
Always have empathy when dealing with a situation. If you smile most often people you are speaking with can tell you are smiling. If you are frustrated they can tell that also.. patience will be required and you will be rewarded for it…
A fourth way to personalize customer contact over the phone is to use positive language that conveys your enthusiasm, confidence, and professionalism. Positive language is language that focuses on the benefits, solutions, and outcomes, rather than the drawbacks, problems, and limitations. For example, instead of saying "We can't do that", say "What we can do is". Instead of saying "That's not available", say "We have this alternative". Instead of saying "You have to", say "You can".
As with written responses on social media, it's even more important to maintain decorum when talking to a customer on the phone. It's imperative an agent never loses their cool or uses unparliamentary language, no matter the provocation. While agents can calmly and positively respond to customers, there's no need to be overly apologetic either. Humility, patience, empathy and helpfulness are desirable traits.
The significance of the "choice of words" cannot be overstated. Incorporating powerful expressions like "Thank you," "I apologize," "Please," "Kindly," "Sorry", etc., can significantly contribute to enhancing customer satisfaction.
Another way of personalizing customer contact is to use positive language that conveys your confidence, professionalism, and energy. Voice interactions in customer services are sensitive and crucial. Any statement conveying negativity or drawbacks of the situation could be deadly for the call representative. For instance, rather than saying "The situation is not in my control" say "I will try to provide you best possible solution", Rather than saying "You have to" say "You can"
A fifth way to personalize customer contact over the phone is to add a personal touch that shows your personality and interest in your customer. This can be done by using humor, compliments, stories, or anecdotes, as long as they are appropriate and relevant. For example, you can joke about the weather, compliment their choice of product or service, share a success story of a similar customer, or relate to their situation with a personal experience. Adding a personal touch can make your customer feel more comfortable, relaxed, and engaged.
As one of my former bosses often emphasized, it's perfectly acceptable to inquire about customers' locations and even discuss the weather. However, we must exercise caution when posing sensitive questions that could elicit controversial responses.
Another way to enhance personal touch interactions that has been successful is to allow agents to be themselves. No call is the same, therefore it shouldn’t sound the same. General guidelines for scripting and examples that empower teams with confidence and proper representation of the brand is required, but allowing the agent to be themselves through soft skills is a great way to connect with customers.
A sixth way to personalize customer contact over the phone is to follow up with your customer after the call. This can be done by sending a thank you email, a satisfaction survey, a reminder, or a confirmation. Following up shows that you value your customer's business and feedback, and that you are committed to providing excellent service. It also gives you an opportunity to reinforce your message, offer additional support, or ask for referrals or reviews.
A follow up is the most important aspect of customer interaction. It can help cement a positive interaction and help build bridges with disgruntled customers. It reiterates that the customer is important for the business.
True customer personalization over the phone isn't really possible without the right software enabling your call center agents. When your agents have access to a CRM-type tool, they not only will know the customers name, but they can also see key information to contextualize the call. In many cases this would include: 1) What did they purchase? 2) When was the date of their last purchase? 3) What were their recent tickets/calls about? 4) Notes from previous representatives for continuity THIS is how you truly speak to the customer and their needs, instead of just using token personalization like their name. 3)
Call them by their name, using your customer name during the conversation make sure if you’re interested in the individuals specific struggles. Recognize loyal customers, making customers who frequently avail your products and services feel important is an effective way to turn them into loyal advocate for your brand.