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greeting / closing
Greetings must be clearly distinguished as a different concept to a close.
A greeting sets the scene. Whilst the words used can vary (and ultimately should do so), it is the "way" in which they are said that is important.
One "different" aspect we use, is to start a greeting with "thankyou for being patient, my name is XXX, how may I..." when there has been unexpected delays, or high ASA.
This strategy has had an enormous effect on our customer satisfaction surveys - through effective customer expection management of course!
I agree that the close should be tailored to the nature of the call. Personable not personal.
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