Just as when we shake someone’s hand when we meet them face to face, a verbal handshake enables that connection over the telephone.
Sadly this opportunity to connect with the caller is now replaced by the scripted “what’s your account number?”
A “handshake” over the telephone enables the call handler to connect with the caller, and more importantly it signals that they are in control of and will lead the call.
Call Handler: Who am I speaking to?
Caller: It’s abc customer
Call Handler, Hi abc, you’re speaking with …………….., how can I help you today?
For other tips of opening the beginning of an inbound or outbound call click here for our article in Call Centre Europe. Download the pdf
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