5 Steps to Crystal Clear Communication, Says Top Customer Service Speaker & Telemarketing Speaker
good at it; Do more, and we become experts; Surpass that amount, and we become legends, and absolutely unstoppable.
But let’s apply Cato’s wisdom to sales and service, shall we?
(1) What’s the key objective for a customer service call? No, it isn’t making the call shorter, so you can get to the next call, unless you are using a special call path designed for that reason. The objective is to produce recommitment, a stated vow by the customer that he or she is going to do more business with you. Plus, we need to arouse the right tone of voice to confirm that vow. Once you have clearly defined your goal you begin to separate your service from everyone else’s. Different aim=Different results!
(2) The great majority of sales scripts and customer service conversations are scattershot affairs, undisciplined exercises in “spraying and praying.” They confuse more
