THE 30 Silver Bullets to measure your Chat/Email and how the customer feels about the interaction
Connect: Build trust
1. Greeting – Offer welcoming words
2. Greeting – Maintain positive tone
3. Listen and don’t interrupt
4. Express empathy through words and tone
5. Use customer’s name only wherever required
6. Tell them you will help
7. Request for more information if required and immediately thank them for providing the same
Professionalism: Confidence
8. Express sincerity and helpfulness through tone
9. Maintain appropriate language and flow of information. Do not overburden customer with too much of information
10. Use simple English, avoid jargons or abbreviations. The communication is not a competition to demonstrate your vocabulary skills
11. Use “I,” not “we,” when appropriate
12. Use “please” and “thank you” to show courtesy
13. Avoid tragic phrases and jargon
14. Use phrases to build confidence and trust
Deep Dive: Understand and Ask Questions
15. Ask questions (to yourself and if required, the customer) to get to the root cause/problem/issue (the “what” and the “why”)
16. Comprehend, understand and acknowledge making the cutomer feel confident that you understood the situation
17. Before hold/transfer, explain why and get permission
18. After hold -- use their name…wait for a response…thank them
19. Keep interaction to appropriate length
Write or Inform and Clarify What You Will Do
20. Be proactive: offer options and/or solutions
21. Set a deadline or timeframe before the customer asks
22. Educate with relevant information
23. Be knowledgeable and accurate
24. Summarize the next step(s)
25. Get agreement on the next step(s)
Close With the Relationship in Mind
26. Offer additional assistance when appropriate
27. End with a positive and confirming phrase about addressing the issue
28. Close with sincere tone
29. Did you lead the interaction to resolution or closer to it?
30. Thank customer for contacting you and for their time
To be continued...
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