Step 1: Greet the customer
First impressions matter — in real life and online. The way you initiate contact with a customer sets the tone for the entire interaction and can make or break their experience with our service. Here’s how we've seen great Experts impress customers right from the start:
Once you’ve locked onto a question, respond immediately. You don’t have to provide an answer right away, but customers really appreciate it when you reach out to introduce yourself and let the customer know you’re going to be helping them with their question. If you think it’s going to take some time to provide an answer, say so — there’s nothing worse than making someone feel like they’ve been forgotten. We’ll show you how to prepare customers to wait in Step 3.
Use a friendly greeting
It might seem trivial, but a warm, welcoming greeting can make all the difference. When you take the time to say “hello,” it puts customers at ease and makes them feel like they’re talking to a real person. And there’s no need to say anything fancy. Here are some greetings that work well:
- “Hello and thank you for your question. I’d be happy to assist you.”
- “Hello and welcome!”
- “Hi! You’re speaking with Dorothy.”
- “Hi! My name is Duane and I’m happy to help you.”
- “Welcome and thank you for your question.”
You get the idea! Of course, it’s completely up to you how you want to greet your customers. Just know that typically you can’t go wrong with a friendly, concise opener.