A phone call with a customer may seem spontaneous, but the best conversations have a clear structure. That structure makes sure the customer feels heard, the problem is actually solved and nothing is left hanging. In this article you will read how to build a customer conversation.
Why structure matters
Without structure, conversations wander, important details are missed and a customer has to call again later. With a fixed outline the agent knows what needs to happen, and the customer experiences a call that is professional and pleasant. Structure is not a straitjacket: it actually creates room to be personal.
The outline of a good customer call
1. A warm, recognisable opening
Greet the customer kindly and state the company name and your own name. That way the customer knows straight away they have reached the right place and who they are talking to.
2. Listen and ask follow-up questions
Let the customer tell their story and ask targeted questions. What exactly is going on? Which order is it about? What has the customer already tried?
3. Summarise
Summarise the question briefly: “If I understand correctly, your parcel has not been delivered yet and you would like to know when it will arrive?” That prevents misunderstandings and shows you have listened.
4. Solve it, or agree a clear next step
Solve the problem straight away where possible. If that is not possible, agree a concrete next step: who does what, and when will the customer hear back?
5. Wrap up and log
Check whether the customer has any other questions and close the call kindly. Then log what was discussed, so a colleague can pick up the conversation at the next contact.
The role of knowledge
A good call structure only works if the agent knows the answer or can find it quickly. That is why our agents at Mijnsupportdesk work with a knowledge base about the client’s business, supported by an AI assistant that helps find the right information during the call. The conversation itself is always held by a person.
Real people on the phone
At a time when more and more companies opt for voice bots and phone menus, a well-structured conversation with a real agent makes the difference. Read more about our phone customer service or our training and coaching for your own team.