课程: Building Rapport with Customers

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Speak in complete sentences with your customers

Speak in complete sentences with your customers

课程: Building Rapport with Customers

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Speak in complete sentences with your customers

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Have you ever had a conversation with a customer service person that went something like this? The agent says, "Date of birth, last name, ZIP code?" A lot of customer service reps ask questions this way, but when you talk in little bites, you sound robotic and it's hard to build rapport with customers if you sound robotic. After all, rapport is a human-to-human connection. Consider the difference in placing a fast food order where the person says, "Pull forward" versus "My pleasure. We'll have your order ready at the window." Which sounds better to you? Yes, these are both full sentences, but the attitude is very different. So it makes sense that speaking in complete sentences is one of the easiest ways to make your conversations with customers more warm and friendly. Before we jump into that, let's think about why we sometimes talk in fragments. The temptation to talk in fragments is greatest when we have to ask the customer several questions before we can help them. We do it because…

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