6 Ways to Become Friends with Your Customers

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1. Address the client by name
Greet the person and find out their name. Address them by name. Make it clear that you are speaking to a specific person and are willing to do your best to help them.

If you communicate with an existing client by phone, it would be great to know his name, communication history and orders even before the start of communication. Anyone will be pleased when the manager immediately recognizes you and there is no need to answer a bunch of unnecessary questions. And you can achieve this even lithuania phone numbers with the help of basic tools of a virtual PBX and its integration with a CRM system. Here you have identification of the client by phone number during an incoming call, and opening of a contact card with history, and a recording of the conversation, which you can then listen to and analyze in terms of the quality of communication.


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2. Really listen to the client
Listening is the best demonstration of respect. Listen to the customer and he will feel appreciated. According to research by Myra Golden (How to Connect with Callers in Just 6 Seconds), a well-known speaker and owner of Myra Golden Media, the first 6 seconds of a call are the most important. In these first 6 seconds, you should not interrupt the conversation, even if you are going to transfer the call to another operator. The caller must know that he is being listened to.

3. Pay attention to intonation, language and style of speech
The manner of communication affects the emotional state of callers. Pay attention to how clients speak and adapt to them. This is very important, because intonation can indirectly express something that may contradict what the operator wanted to say. You have probably encountered operators who monotonously repeated the same phrase recorded in the script many times, which contradicted the text of the script, which spoke of excellent service."

4. Smile when you speak
To maintain a positive tone, smile during the conversation. The client will definitely notice this when talking to you. By the way, this also applies to communication on the phone: the client hears a smile thanks to the positive notes in the manager's voice and will definitely appreciate such an attitude towards himself.

5. Be natural
This is difficult to do if you use a script. But it is the right tone, not the right sequence of words, that is important. A script is not the best way to create an emotional connection with the caller. You need to be flexible, and to do this you need to be able to put yourself in the customer's shoes.

6. Be honest
Don't promise what you can't deliver. If you say you'll call back, you're obliged to do so. Fortunately, IP telephony capabilities in conjunction with CRM allow you to set a reminder about a call with a client or even schedule an automatic call. This builds trust, which makes it more likely that you'll be called again and again in the future.