Using a customer’s name during a call (video/in-person/phone)

This can be a great way to build rapport and make the interaction feel more personal. Here are some tips on how to do it effectively:

Use It Naturally: Integrate the customer’s name into the conversation in a natural way. Overusing it can come off as insincere or robotic. For example, instead of repeatedly saying “Jon,” try using their name at key points, such as at the beginning of the call and when summarizing or closing the conversation.
Match the Tone: Adjust your use of their name to match the tone of the conversation. In more formal or professional settings, use their last name with a title (e.g., “Mr. Smith”). I don't typically like to use Mr. or Mrs. but it's a case-by-case basis. In more casual or familiar settings, using their first name might be more appropriate.
Personal Connection: Use their name when you’re addressing specific concerns or feedback. For example, “I understand how important this issue is to you, Jon. Let’s work together to resolve it.”
Be Mindful of Pronunciation: Ensure you pronounce their name correctly. If you’re unsure, it’s okay to ask them how to pronounce it properly. I usually ask the receptionist if the name is unusual. For example, Steven or Stephen can be a mixed name, pronounced and spelled differently.
Positive Reinforcement: Use their name when offering positive reinforcement or acknowledging their actions. For example, “Thank you for your patience, Jon. I appreciate your understanding.”
Follow-Up: At the end of the call, using their name when summarizing the next steps or expressing gratitude can reinforce the positive interaction. For example, “Thanks for your time today, Jordan. I’ll send you the follow-up email as discussed.”

By using a customer’s name thoughtfully, you can enhance the personal connection and improve the overall experience for them.

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