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Positive Behaviour That Will Impact on a Call

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Communication Skills: How To Have A Positive Connection With The Customer

Positive connections begin with the desire and ability to develop rapport. This means not only treating them with respect, but also being able to see to the fundamental problem, making the solution correct and efficient. Furthermore, becoming aware and adapting to the of communication style of the customer is a powerful tool for preventing conflict.


Customers generally agree that a great customer experience begins with the CSR demonstrating interest and concern by listening intently. As a matter of fact, make sure you understand what they have said. Paraphrase the customer’s questions back to them. This will increase clarity and focus, making for accurate solutions.

Meet Them Where They Are

CSRs and customers can often feel like they are speaking a different language. Therefore, say things in a way or in a context that they will understand.

Go the Extra Mile

Anticipate other problems they may be having or may encounter based on their initial question. This will reduce the need for call-backs.

Empathize With The Customer And Show It With A Calm, Soothing Tone Of Voice

Increased genuine listening will help here. Showing a sincere desire to solve the problem can make all the difference.

Respect The Customer’s Time By Communicating With The Customer About The Live Hold

None of us enjoys holding for an indefinite period of time. If possible, let them know approximately how long they will be waiting. Be efficient and accountable to your customers.

‘Play It Again Sam’

Listen to one of your calls with a manager. Most importantly, be open to suggestions and drop the defensiveness. This is no place for prima donnas. See the good and make note of what was less than effective and make changes accordingly.

Avoid Losing Your Patience At All Costs 

The more patience exhibited, the more positive and effective the call will be. What must be remembered is there are two rules when dealing with customers.

1) The customer is always right.

2) When the customer is wrong, refer to rule number 1.

Give Positive, Supportive Statements

This will reduce the amount of negativity and make the customer feel that finding the solution to their problem was important. Additionally, this will reduce negative feedback about the company at large.

No More Excuses

You can make money, or you can make excuses, but you can’t do both. Work on yourself and set a goal to improve a little with each day. You don’t have to be perfect to succeed but keep looking for ways to improve skills and make positive changes.

Remember, we want to hear:

“I was very satisfied with the customer service. The agent answered all my questions and was very patient and knowledgeable. This was the best service I have ever had with a customer service agent!”

A dedication to positive and effective solutions and a genuine concern and desire to see each customer succeed will only create positive changes in a call centre. Respect and a positive attitude will improve both the CSR’s and the customer’s experience and lead to an overall better view of the company. Keep smiling!