How to build a connect with customer over phone call

Building a connect with customer over phone call is very necessary in providing a good customer service. It becomes even more significant in call centre where you are tested for it every minute. To build a good connect with the customer following things must be looked into:
1. Listen: Listen to your customer carefully and try to understand their problem that what exactly do they want. Be a good listener. Avoid assuming things.
2. Voice modulation: Customer should not feel that he/she is being ignored. For this you have to modulate your voice to show the concern that you are listening to him/her. You shouldn’t be too loud or too slow.
3. Repeat important details: Repeat the important details that customers give you about them. This will show that you are listening to them carefully.
4. Apology: When customer expresses some problem, be prepared to apologize. This is very necessary when you listening to customer grievances.
5. Be calm: Never rush out for things and listen to your customers very calmly. This calmness creates a big impact on building a good customer rapport.
6. Respectful: Show respect towards the customers even if they are irritating you. Every customers wants and deserves respect. This is by far the most important aspect of customer dealing.
7. Empathize: Empathize with your customers. Let them feel that you are with them regarding their problem.
8. Never make them wait for long: Never hold your customer for too long. This irritates them the most. Act swiftly.
9. Focus: Never divert the attention of the customers. Be focused on the issue in hand while solving it.
10. Positive: Always be positive towards the issue. This will help in easing the trouble of your customers who call you.

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