For many of our customers, their first contact with our business is over the telephone. Our inclination could be to raise our voice or speak more quickly. However this seldom will resolve the difficulties and more likely make things worse. Note this excellent technique …
When talking to an elderly customer or working with someone who is struggling with the language be sure to match their pace. If they are speaking at a slow pace you too should answer slowly and calmly. The same principle holds true (up to a point!) for people in a hurry. Try to reply in a timely, concise, cut-to-the-chase manner while still being courteous.
This is an excellent reminder. The phone call has so very many Moments of Truth. Many times just remembering the simple stuff like matching the pace of the caller can pay off big time. (Make sure your phone skills are up to par with this Strategies for Success Special Report Using a Telephone Format.)
P.S. How do you adapt to your customer’s circumstances? Please share your techniques below in the comments.