12 Days of QCSS - Day 5
Published on 14 December 2017
Use the Customers Name
We all know that a person’s favorite word is their own name.
If you know the customers name, then you should use it. If you don’t know the customers name then you should ask them during your greeting so that you can use their name throughout the phone call.
Personalizing the call will keep it positive and upbeat. Just make sure that you are using it naturally throughout the conversation. If you are over using the name, it is going to sound forced which is exactly what you don’t want.
Using a name does keep the phone conversation personalized but look at it as though you are talking to them in person. If you were talking to someone in person you wouldn’t constantly use their name, usually it’s only used to get someone’s attention.