LSD use for excellent telephone customer contact

A good telephone customer conversation is a powerful way to ensure a positive customer experience. For example, we described in this article that despite developments of all kinds of new digital communication channels, direct human contact cannot be completely replaced. In this blog, we share tips for creating positive interactions and building good customer relationships.

Crucial in direct customer contact are effective listening and conversation skills. By listening, summarizing and asking the customer for clarification you can better understand what the customer needs and offer a solution. With these skills, you can create a pleasant experience for the customer, which will ultimately have a positive impact on your company's reputation.

A good customer call ensures that:

• The customer feels heard, understood and helped
• Complex and urgent questions are solved quickly
• Often only one contact moment is needed to help the customer
• Customer loyalty is strengthened by the personal approach

A good customer contact employee is professional, efficient and solution-oriented. But knowledge and empathy are also important. Essential to conveying all this properly is developing effective listening and conversation skills. And that starts with the basics: Listening, Summarizing and keep on Asking. In short: LSA.

Listening to the customer

Listening is the foundation of any good conversation. By letting the customer speak fully and keeping your attention focused on what the customer wants to communicate, you create a sense of understanding and trust. It is important to use appropriate sounds during the conversation to show that you are listening intently, such as "mm" or "okay.

Summarize

After listening to the customer, you can summarize the story to maintain structure and overview. By repeating the main points of the story in your own words and asking the customer to confirm it, you make sure you are sure you understand the customer. In doing so, it gives the client the opportunity to make additions or corrections. Summarizing allows you to conduct the conversation more efficiently and maintain control.

Keep on Asking

It is important to ask open-ended questions to gather more information and better understand the customer's needs. Avoid asking why questions, as they are often perceived as accusatory or offensive. Instead, use how, what, who, and where questions to help the customer better tell their story and clarify their problem.

Final Note

Of course there are many more techniques that help you apply good listening and conversational skills.

Want to learn more about those to use in effective customer contact calls? Learning Connected offers training to help you or your employees create extraordinary customer experiences. Contact us at [email protected] [email protected].