Yesterday I shared F.R.A.M.E., which had to do with improving communication through clear and intentional presentation of information in a narrative format.
Today I wanted to share this framework I picked up from someone who works in a call center.
Concise and intentional communication is the name of the game on the phone - whether you're in sales or customer service.
Check this out!
Power Acronym 159: A.I.M.
Acknowledge
Inform
Move on
A.I.M. is cool because the word speaks to its utility.
Someone getting feisty with you on the phone? Is there an objection or complaint that is making things a bit tense?
Acknowledge the concern - ignoring it could make it worse.
Inform them what's next - if there's a solution, communicate it! If there's nothing you can do, tell them what IS possible.
Move on - this takes me back to Targeted Thinking: What do you (or they) want? Now what must be done?
Take AIM! Be empathetic, of service, and solution focused.
Power Acronym Daily
Daily acronyms to encourage, enrich, and empower.
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