Many sales and support calls relate to recurring topics. As a result, we tend to develop canned responses for frequently asked sales and support questions. It is efficient to have a go-to answer at the ready. It requires less thought and over time we form a habit of instinctively reaching for these generic responses. We use them so much that they are etched in our minds and memorized, like parts of a script from a movie that we have watched many times over the years.
But each person who approaches us with a common question doesn’t know that it is common. They aren’t as familiar with the topic as we are. They haven’t seen the movie yet. And the response that we know so well that we could say it backwards in Spanish doesn’t make as much sense to them (especially if we say it in Spanish backwards.)
When you are communicating with someone via email or phone, treat the interaction with a new found desire to help. Try to avoid using talking points that address the general issue. Ask questions that are unique to the person you are talking to. Most importantly, understand that the person you are communicating with is asking the question because they don’t know the answer.
Avoid jargon and don’t assume that they know the prerequisite information that relates to the issue at hand. Rather than reciting a great script that you have memorized, engage in a new conversation with each person you talk to.
Go off script.
As common as some issues may appear, each customer is unique.
