Donna
Siegel

An Effective Start To A Customer Service Conversation

You probably know that the first 60 seconds make all the difference in a sales conversation. It turns out that the same is true for customer service conversations. Customers who call for service are often on edge, and can quickly become angry. You can ease the tension and turn those first 60 seconds into a positive experience when you employ An Effective Start To A Customer Service Conversation.

From The Customer's Perspective

Being ignored is much better than the other option -- the pounce. The moment I walk into some stores, before I even begin to look around, the sales clerk is right there. This one won't give me a moment to catch my breath; he or she wants to tell me all about the store, its philosophy of doing business, and anything else I might not want to know now. Just give me a moment to look around on my own, and then give me the type of help I need.

What This Means To Customer Service Reps

The beginning of a conversation with a customer has a significant impact on our ability to help people buy products or get answers to their questions. If we move too quickly to offer help, we can deny the customer time to think about what they are trying to accomplish. If we wait too long, we might miss that moment when the customer is most open to assistance.

It's the customer's job to determine when the time is right to start the conversation. It's our job to make sure we're prepared to help the customer when he or she is ready.

Once the customer is ready to discuss what they want or need, it's time for the customer service person to start the conversation, following the steps outlined here.

The Greeting

The conversation begins as you make your first contact with the customer. As you sense the customer is ready to talk, you begin by making eye contact. If the eye contact is returned, then it's time to get to a verbal greeting. Include some type of verbal welcome (from a simple "good morning" to a "welcome to" and the name of your facility). Go on to identify yourself, so the customer will know exactly whom they are talking with. And then offer to help.

A most effective greeting might sound like this:

"Welcome to Max's Retail World. My name is Mrs. Murphy. I am a customer service rep here at Max's. How can I help you today?"

This type of greeting will open up the conversation if you:

1. Deliver your words at a moderate speed, so the words themselves are clear.
2. Add connective words, such as "my name is" or "I am a customer service rep." These extra words help you slow down your pace and at the same time help the customer hear your message.
3. Say your name clearly and pause right afterwards. It's often hard for the customer to pick up a name. Yet you'll get more from the conversation if the customer can hear your name.
4. Use a bright tone of voice to indicate your interest and sincerity in helping this person.
5. Always have a smile on your face. It sets a positive tone to the entire conversation.

Wait For The Customer To Set The Agenda

Once you have finished your greeting and the customer knows you are available to assist them, it's time for the customer to set the agenda for the conversation. Some customers are in a hurry and want to get directly into the business of what they are trying to do. Others like to include a little social time, conversing about the weather, their family or anything else that might feel comfortable to them. Wait for the customer to take the lead, and then follow.

If The Customer Prefers To Chat First

Since people like to do business with people they feel comfortable with, they might need a minute or two of chatting just to break the ice. It also might be a time for them to collect their thoughts before they are ready to discuss the reason they need help from you. So follow the customer's lead.

Spend the couple of minutes talking about the weather, a community event, or other general type of conversation.

Since there is a business objective to this conversation, the majority of your customers will want to move on in a few minutes to the business at hand. Watch the customer for signs that they are ready to talk about the purpose for this conversation. You'll see a change in facial expression, or hear a pause in the conversation.

When you get that signal which lets you know the customer is ready to move on, offer your assistance again and then wait.

If the Customer Prefers To Get Right To The Business At Hand

If the customer is ready to discuss their business objective, and you have already offered assistance, it's time for you to pause. It's the customer's turn to tell you what they need from you.

It's your job to listen to the details of the customer's request, maybe even to take notes before you can begin to help. Let the customer express their needs in their own words, without interruptions.

What If The Customer Doesn't Want To Stop Chatting

Occasionally, you'll run into a customer who just wants to chat and has lots of spare time. Of course, you don't want to be rude, but you can't spend the whole day just chatting. After a few minutes of non-business conversation, it's appropriate for you to transition the conversation. In this case, ask the customer how you can help. Then wait for the customer to respond. If they continue to chat, ignore it and just patiently wait with a smile on your face. Quickly the customer will pick up the message -- it's time to get to the business part of the conversation.

SeaBird Associates Inc
3011 NE 7th Drive
Boca Raton, FL 33431
Phone: 561-750-9233
E-mail: Donna Siegel

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