The phone is one of the best branded devices out there. Over the phone, you get 3-5 minutes of your customer’s full attention. By getting the interaction right, you can create a memorable experience, generate positive word of mouth, and build customer loyalty, which leads to higher profits. Getting the “right” interaction usually requires a calling strategy or call flow of some sort.

This is the 9-point calling strategy our consultants use when implementing a customer-centric culture in contact centers. This calling strategy focuses on creating a warm experience with customers in a focused and efficient manner. I hope it helps you as you work to create a customer-centric culture.

1. Standard opening

• “Good morning” or “Good afternoon. Customer service. This is Penny.”
• “Good morning. Customer service. This is Penny. How can I help you?”

2. Acknowledge the concern, when appropriate

• “I can understand how frustrating it is when your rental car breaks down.”
• “I realize how complicated it is…”
• “I can’t imagine how annoying that is…”
• “I know how confusing it must be when…”

3. Acknowledge a compliment, when appropriate

• “Thank you. We love hearing from our satisfied customers.”
• “Thank you for taking the time to share your experience with us.”

4. Stay in control (and reassure customers) with assertive statements

• “We appreciate customers who let us know when things aren’t right.”
• “I can help you with that.”
• “The first thing we have to do is…”
• “I can certainly get that information for you.”
• “I’d be happy to report that for you.”
• “I can get you that information.”
• “I’m glad you called today.”

5. Bridge to questioning

• “In order to determine what happened, I will need to ask you a few questions.”
• “Do you mind if I ask you a few questions so we can find out what happened?”
• “In order to help you, can I ask you a few questions?”

6. How to ask questions

Spent please Y Thank you

Be friendly and chatty…don’t have an “interrogation” style

• “Can I have your zip code, please?”
• “Thank you. I have one final question.”

7. Summary Y provide next steps

• “I will mail you a $50 gift card. You should receive this gift card in 7-10 business days.”
• “I will look into this and call you back at 918-398-9368.”

8. Ask “Is there anything else?”

• “Mrs. Williams, can I help you with something else?”
• “Can I help you with anything else, Mr. Smith?”
• “Do you have any additional questions, Mrs. Jones?”
• “Is there anything else I can help you with today, Mr. Davis?”
• “Mrs. Brown, what else can I help you with today?”

9. Standard closure (include some form of thank you and company name)

• “Thanks for calling XYZ Company. Goodbye.”