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A new study shows the way a customer service agent answers a call has a big impact on how the call will go.
Here are two real examples. Imagine you're a customer calling to get help with an issue. Which greeting gives you more optimism about getting your issue resolved?
Greetings are expected in customer service. They’re intended to make customers feel welcome and are the starting point for building rapport.
A field study proves that how we greet customers has a big impact.
One greeting routinely gets ignored. Another greeting completely changes customers' demeanors. The timing of a customer service greeting is also crucial.
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