- He showed empathy.
Bob came across as a human - a human who cared. Empathy at the start of a call can set the stage for a successful call. Always begin with empathy.
- He made a point to earn my trust.
Bob listened to me. And to prove that he listened, he repeated back what I told him. That gave me confidence in Bob. Always earn your customer's trust by listening carefully, and repeating back what the customer told you.
- He found the right solution.
Bob didn't immediately know the answer, so he consulted with a colleague to find the right answer - and in the process, he told me exactly what he'd be doing, and how long it would take. Bob was transparent. And that increased my trust in Bob.