Louis Massaro (YouTube video) advises service teams to put themselves in customers' shoes during phone interactions: customers call with explicit desires (what they want to achieve) and also with underlying concerns (including small or seemingly petty issues). He urges making a comprehensive list of every possible customer concern so agents can recognize and address them during calls.
Whenever a customer calls your company, you have to understand that they've got some desire, some things that they want to achieve from that phone call, but they've also got some concerns. Right. I want you to think through what all their possible concerns could be, even stuff that you may have in the past looked at and go, ah, that's petty stuff that maybe you've read in a negative review or a customer has said to you that you're like, ah, that's why. Why are they stressing that little stuff? Because they are. And they're thinking about that when they call you. So we've got to understand, we got to make a list of what are their. All their concerns that they could possibly have.
