Did you know that having a better emotional connection to your caller will boost your customer loyalty? For this reason, it’s important to have agents, or to be an agent, with an increased emotional intelligence. It’s crucial to your success to connect with your caller emotionally by referring to your customer by their name, to be aware of your tone and language, and to be as natural as possible.
Even though your customer can’t see you, smiling while you speak will be interpreted during a call. Being a great listener and being honest are tools that you’ll need to use to make the connection. Here are four ways to really connect with your caller emotionally.
Don’t be phony; be natural
It’s really hard to be natural on the phone, especially when you’re talking to a stranger and doing so for a job. When it’s a personal call, it’s easy to be yourself and to not worry about putting on a certain persona.
When it comes to your professional work calls, it’s really important to try to put yourself in a professional yet natural state of being. Being consistent and warm is your best way to connect. Avoid a phone script if possible in order to connect better and put yourself in your caller’s shoes.
Watch your tone, vocabulary and style as you speak
Your language needs to remain positive to affect your caller in a great way. Try to match the energy of your caller, because if they are more positive than you or vice versa, you may not connect well. Mirroring behavior is a good way to get on someone’s level. Tone of voice will imply a message regardless if it’s the actual message you intend, so be sure to match your tone with your message. Smile while you speak to keep the tone positive.
Offer a listening ear and honesty
Your caller will respect you if you prove that you are being a good listener. Your caller will feel welcomed and important when you give the impression that you care about their time. You only have about 6 seconds to make a first impression so be sure to show that you are not going to interrupt and that you hear what your caller is trying to say.
If they mention personal details, acknowledge them. For example, any mention of children would be an opportunity to show interest by asking how many children they have or what ages they are.
Not only does listening serve you well in building a connection, but offering honest feedback will do so too. Don’t promise anything you can’t fulfill, such as a return call, and then neglect to do it. A relationship with your customer is built on trust and it’s important to keep your word and offer honesty.
Make your caller feel important and valued
It’s important to establish an emotional connection with your caller to make your caller feel valued. Don’t make them feel like they are a part of your job procedure, but rather show warmth. Don’t rush your caller but make them feel like you can make time for their needs.
Use these tips to build a better connection with your caller emotionally.