CRM’S TELL YOU WHEN TO ENGAGE. HERE’S HOW TO ENGAGE AND WHAT TO SAY.

To create trust, demonstrate high character and competence by following these three rules:

• Greet the customer with your full name and ask if they have a minute to speak with you
• Reference some details from their most recent interaction with your bank
• Offer value related to the caller reaching their financial goals

According to Salesforce.com, customers want to do business with “Trusted Advisors”. To achieve this trust level on a call requires both the context of the callers most recent interaction with your bank and some research on your side. Best practices and success stories of your other customers are ideal for follow-up calls.