The Name Game
When communicating with customers on the telephone, the use of that customers name appropriately throughout the call can make a big impact on their impression of you and your organisation. Here’s our quick guide to using names appropriately:
Get It Early |
Make sure that you take the other person’s name at the beginning of the conversation. This gives you a reference point should you need to talk to this person again. Write the name down straight away; you will forget it in seconds. |
Get It Right |
| Your name is very important to you, it is also important to your customer. When taking a caller’s name always repeat it back to check that you have taken it correctly. If in any doubt, ask the person to spell their name to you. Taking a few extra seconds to get your customer’s name right shows that you care. |
Use It |
Use your customer’s name in conversation to personalise the call and make it more individual for your customers. |
Don’t Abuse It |
Be careful when using a person’s name that you pronounce it correctly. Do not assume that it is okay to call someone by his or her first name in all situations. Take extra care when speaking to Doctors, Professors, Clergy or military personnel that you use their preferred form of address. |
The Importance Of Your Name |
| The first time you call a customer remember to use your full name, first and last. This gives an impression of confidence and professionalism, helping to build a positive picture of you in your customers’ mind from the outset. |
To improve your effectiveness in Winning Business On The Telephone why not come along to our open course. Alternatively, to find out more about how we can help please contactl:
Faye Shipley
T: 01789 734300
E:
fayes@structuredtraining.com
