Ask them how they’re doing
In these unprecedented times, a little extra compassion goes a long way. Opening with, “How is your day going?” is a good start. Or, if you know where they’re located, you could say something like “Are you staying warm on this cold Michigan day?” Listen to what they say and respond to it. If their answer is short, generic, or vague, respond politely and move on to another tactic.
Call them by their name
With 83% of consumers saying that they are willing to share their data to create a more personalized experience, it is up to brands to make it happen. One of the first things we typically learn about a person is their name. As soon as you know it, start using it. Calling someone by name is a great way to capture their attention, and to make them feel important and validated.
Find some common ground, or give a compliment
Hearing a compliment or finding out that they have something in common with you is a great way to make a customer feel more connected. If a dog barks in the background during your call, ask what breed it is and respond with a fact about yourself or a compliment. For example, “My sister has a Pomeranian; they are such smart dogs!”
Remember specific details about your customers
In addition to their names, try to remember a specific detail or two about as many customers as possible. This may be challenging if you’re a large business that receives calls from hundreds (or thousands) of different people per week. However, if you’re a small business with customers who call frequently, remembering something about each of them can go a long way. Here are some examples of how to achieve this:
- If a customer recently ordered a product from you, ask how they are enjoying it.
- If you can see that they recently had a birthday or anniversary, wish them a happy birthday or anniversary. You can also take this a step further and send them a card.
- If they mentioned in a previous conversation that their son recently left for college, ask how he is doing.