From the course: Building Rapport with Customers (2022)
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Yield to customers
From the course: Building Rapport with Customers (2022)
Yield to customers
- Recently, I listened to a random sample of recorded calls for one of my clients. I do this a lot before I deliver workshops for companies so I can get a good feel for how employees handle calls with customers. When I listened to these calls, I heard lots of interruptions. Employees weren't letting customers finish sentences. What I heard was employees who sounded rude, rushed, and overbearing. For a friendly interaction with your customers you need to yield in conversation. Yielding to customers is just like yielding in traffic. What I mean is let the customer go first. Always give your customers right away in conversations. We'll do this using two easy steps. First always allow your customers to finish sentences. Even if you know exactly what the customer needs before they finish their sentence, still let them finish before you say anything. When you know, within a second or two, that the call needs to be transferred,…
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