Why "What's your name again?" is so ineffective

By Nancy Friedman: founder and chairman of Telephone Doctor Customer Service Training

There certainly are times when we don’t get a person’s name at the start of the call, or of course, even in person.

And most of the world, says, "What was your name again?" Sometimes, they even say, "I'm sorry, I didn't get your name."

So then why is that statement so ineffective? Because it simply says: "I wasn't paying any attention." It’s nearly worse than asking to take a message and telling the caller, "Wait a minute, I gotta get a pen and paper." The caller is ready, and you are not. It's frustrating to the caller or customer, and it doesn’t need to be!

You don’t need to be the person who says that. You can use our Telephone Doctor tip and shine.

Watch the video and see how easy it is to be a bit more proactive and get it right!


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