Customer service is often measured by the niceness factor of the person talking with the customer. However, how good we are at solving problems really has more weight.  A good detective listens and writes down verbal clues, makes note of the subject’s demeanor and directs the conversation. The first 15 seconds of a call is full of clues you can use to sell service and solve customer issues.  How much attention are you giving to the first 15 seconds of your conversations?

Before your customers call, they have decided what they will say to you when you answer.  They have ironed out how they will explain their question, describe the service issue, or ask for information on a new service.  They expect that you will totally get what they are saying without a need to repeat themselves.

Within the first few seconds of a conversation, a customer has drawn a conclusion about you and your organization. As you begin to speak, the focus of that customer’s attention is on you.  Your prospective or existing customer is probably jotting down your name and key details you provide. Your voice and attitude have already made a clear impression- in a good or not so good way! 

As your customer’s call comes onto your phone line, you are likely to be in the middle of other work such as note documentation, creating a work order or sending an e-mail.  Because of that you miss the first 15 seconds of the customer’s information.  While you might hear something being said, you probably don’t fully grasp what is being said.  You latch onto a word or two and hurry onto addressing what you think the customer needs. That’s where you can run into trouble and may go down a wrong path which takes precious time and can contribute to a lost sale or escalated issue.   

In Tooty Training ™ and coaching we joke about training you to be a good detective, but it is a serious and necessary skill to develop.  A great CSR listens and writes down verbal clues and asks good clarifying questions in order to solve customer problems and prevent costly mistakes.

Improve your detective skills in 2 easy steps:

1-Note taking: Write down what the customer says right at the start of a call.  Write exact words. 

    Example: Ann, weekly service, new homeowner, Orland Park

                      Joe Smith, final pull, ABC Construction

2-Verification: Respond with a welcoming comment that clarifies the customer request.

     Example: Ann, I’d be happy to help you with service for your home.

What do customers have to say about Tooty Training™?

I really enjoyed the webinar today. Julie is fantastic!  It was great to have her reaffirm the procedures and most importantly, why they are in place. Thank you!  Laura, Hardin Sanitation, Payette, Idaho