The Importance of a Personal Approach

Whether it’s for friends, dating or even work – a personal approach to communicating and building relationships is super important. From remembering how someone has their cup of tea when you offer to make them a brew at work, to saving your best mate’s anniversary in your diary so you know you can send them a card ahead of time to show you’re thinking of them, there a small, personal touches that you can build into any relationship that can really make a difference.

Sure, it might seem like common sense, but often the smallest gestures are the ones that are missed first and small thoughts of kindness like this are easy to let slip.

In fact, even your telephone manner is an indication of how personable you are with someone and remembering to just start a conversation with asking how their day is going can get you a long way. It can turn someone’s attitude towards you around in a second and instantly opens them up to what might follow…

In fact, CCSN recently ran an a survey to find out what respondents hope to get out of a customer service phone call. Within their #Telephone101 campaign, they discovered that giving a personal touch on a phone call is high up in a recipient’s agenda, in fact, 92% of all respondents would prefer a human to call them than an automated message or a robot – well, I can’t say I blame them! When I receive automated calls I hang up straight away; if someone can’t be bothered to call me directly then I just think the phone call can’t be that important. If someone wants to speak to me, I want to hear from them directly.

Similarly, if I am waiting for an answer to an enquiry I’ve made (whether that be just a simple question or a complaint), I appreciate a prompt response. CCSN also found that 38% of respondents want their calls answered within 5 minutes and 81% of customers would exit a phone call if they were kept waiting on the line. And I have to admit, I would probably do the same!

If you are looking for more tips on how to provide a personal touch and get the most out of people – whether that’s your friends, colleagues or even a customer – CCSN have provided the helpful infographic below to give some direction. I’ll certainly be taking their tips on board.