Verbal Handshake

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.

It’s simple

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

For an informal chat about how you can develop the skills, behaviours and attitudes of your customer facing people call us now on 0845 450 0988