Outbound calling and the customer experience
When doing outbound calling to customers, what's the best way to open the conversation to start off a pleasant customer experience?

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The best way to start a conversation with a customer during outbound (or even inbound) calling is based on two rules:
  1. Remember the customer
  2. Personalize the discussion
By utilizing past information about the customer, you can inquire about the last transaction they had or last experience they had with your product. Make sure that during outbound calling you do not waste their time requesting information you should already have.

Second, make the conversation about the customer. Use the customer's name, ask about their town or any other special detail that demonstrates that you do not treat this customer like everyone else.

This was first published in September 2007