Customer service is often measured by the niceness factor of the person talking with the customer. However, how good we are at solving problems really has more weight. A good detective listens and writes down verbal clues, makes note of the subject’s demeanor and directs the conversation. The first 15 seconds of a call is full of clues you can use to sell service and solve customer issues. How much attention are you giving to the first 15 seconds of your conversations?
Before your customers call, they have decided what they will say to you when you answer. They have ironed out how they
