Chapter . Advanced telephone service

We’ve got the basics of creating a five star telephone style, so what’s next? Great five star telephone service practitioners have habits which others can only dream about. At first they seem a little complicated, but very quickly you’ll get used to them.

Voice mirroring

You may have heard of ‘matching and mirroring’ as a way to build rapport. It’s a great tool to use but most people limit it to face-to-face meetings. On the phone it works just as well.

There are three important actions to mirror on the phone:

  1. Key words.

  2. Personal phrases.

  3. Visual, auditory or kinaesthetic cues.

Let’s start with key words and personal phrases. As you are engaged in a conversation, make a note of any key words the person uses. You’ll ...

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