This includes greeting, introducing the company,self-introduction and an offer of help. Sometimes instead of the offer of help, the agent asks for the first piece of information.
Remember, the first impression is the most important impression. Customers try to visualize the person on the other end of the line just as an agent tries to form a mental picture of the customer. Smile as you open the call and deliver the opening statement in an enthusiastic manner. A smile will definitely be heard by the customer in your tone. The customer should feel good about reaching the agent. A welcoming tone sets the stage for a positive and productive communication.
If the opening statement is made without a smile the customer might mistake the agent’s attitude to be indifferent or bored. The customer will definitely not be happy with such an attitude. Research shows that the first 30 seconds of a call are the most important as they form the basis of the customer’s perception of the agent and the company he represents.
The different tasks in the call opening stage are
* Greeting and introducing the company
* Introducing yourself
* Collecting the first piece of information
Thank you for calling XYZ Company. My name is ABC. May I have your first and last name please?
The third task is the transition into the next stage of the call i.e. is collecting information or verifying the available information. Transitions make the flow of the call smooth.
Bad Calls Good Calls
Open 01.mp3 Open 01.mp3
Open 02.mp3 Open 02.mp3
Open 03.mp3 -
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