Transforming Customer Service: From Interrogations to Conversations - The Key to Bridging the Gap

Ever feel like your customer calls sound more like interrogations than conversations? ???♀?

I was reviewing some call recordings recently, and what struck me was how quickly the questions piled up - 7 questions fired off in a row! No wonder customers can feel put on the spot.

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But there's a simple fix that instantly transforms your calls from cross-examination to friendly chat: bridging.

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When you need to ask several questions (let's say 3 or more), just preface them with a friendly "bridge" statement like:

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"To better understand the situation, I'll need to ask a few quick questions if?that's okay?"

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Or

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"Mind if I gather some details so I can assist you properly?"

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With that small bridge, you've set the tone - this isn't an interrogation, just a casual back-and-forth to get the full picture.

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Your customers will feel more at ease opening up, and you'll gather the info you need without sounding like a prosecutor on the stand! ??

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It's a tiny tweak, but one that can seriously boost rapport and customer satisfaction.?Because at the end of the day, we're not interrogating - we're here to help.

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Give bridging a try on your next call and let me know if it smooths out those conversations! I'd love to hear your experiences.

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For more help with customer conversations, check out my LinkedIn Learning course, "Building Rapport with Customers."

Why rapport really matters from Building Rapport with Customers by Myra Golden

Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley, and other brands. Myra is also an Author at LinkedIn Learning. Learn more about Myra at MyraGolden.com.?