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This video from Power Selling Pros can help your customer service reps build better connections with your customers, and it all starts with three simple words:
Imagine someone is telling your call handler their story about a broken HVAC system not blowing cold air. If your CSR is interested and making the caller feel important, their chances of making a connection increase dramatically. If your CSR is disinterested, though, they may lose the opportunity to make a connection with the customer. A disinterested or distracted CSR risks more than just closing a call; they can alienate that customer forever and cause them to tell others to not do business with you!