CHAPTER 47
Use BRWY Communication
In Chapter 17, we looked briefly at Be Right With You (BRWY) communication, the act of telling customers things like, “I’ll be right with you,” or, “I’ll be with you in a moment,” when you’re unable to engage with them immediately. This technique is a potent antidote to customers feeling ignored by service reps who are tied up with other customers or activities.
Most customers are understanding if you’re speaking with another customer or are tied up on the phone, and they usually don’t expect you to immediately break away and help them. Mostly, they just want to be acknowledged; they want to know they’re not being ignored and that you know they’re there. We’ve already discussed what a powerful trigger being ignored ...
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