Weâve got the basics of creating a five star telephone style, so whatâs next? Great five star telephone service practitioners have habits that others can only dream about. At first they seem a little complicated, but very quickly youâll get used to them.
You may have heard of âmatching and mirroringâ as a way to build rapport. Itâs 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:
- Key words.
- Personal phrases.
- Visual, auditory or kinaesthetic cues.
Letâs start with ...
Get Five Star Service, 3rd Edition now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.