Customer Service Excellence that every large or small organization strives to achieve. We all know that outstanding experience will play a great role for all our customers in returning our customers. Each phone call offers you the opportunity to win or lose customers. Here are some basic telephone skills, techniques and best practices that will help you to gain a positive experience for our customers.
Begin with Confidential Greeting
The first impressions count, and the first impression takes 10 seconds during a phone call! For Customer Service, this means that the Customer decides very quickly "I like this person" or "I do not want to deal with this person". Our goal in the Customer Service is to positively record this call and to set the right tone for the call from the start.
We are sure and want to be welcomed. Phone Skills and Techniques For This …
1. Positive posture – sit upright in your chair and lean forward to accept the call. Do not slip because it died in the voice. Positive posture not only helps to give richer tone, but helps to make it more secure.
2nd We welcome the Client as if they were easier. Smile on the phone really works!
3rd Get the customer's name and use it. Everyone likes to treat personally as a human being. We provide this with our own name and the Client's name. It is important to judge what form of name or title is most appropriate. There are rules for this, but they differ from culture to culture. For example, in Ireland, the primary name is used in the business environment and we use family or surname in your home environment. It is worth examining whether the social or business norms of a particular area or culture are inadequate and can give a negative and not a positive impression.
4th Give a positive, definite first answer. For example: "I'm sure I'm happy to help you"; Egypt "No problem, I can do this". The positive first response will have a reassuring impact on your Clients.
5th Listen to and use verbal nodes to encourage the customer to speak. For example, "I see, of course, I understand, I appreciate that." This may seem very obvious, but it's wonderful how many people do not use verbal nods on the phone, especially in difficult call situations. Make sure you are recording a call and played back. If there is no verbal nod, the call will be cold and negligible.
Questions, Good Methods for Answering the Question Bad
Customer Service is often asked to ask questions about customer needs. The phone does not have the softening effect of body language, and our questions often produce unintentionally aggressive sound. Something as simple as "What's your name?" can be very aggressive at the beginning of the call. – Can you name your name, please? sounds much better.
Always soften the beginning of the question and allow your voice to rise at the end of the question. So you hear a pungent voice and the Customer is happy to respond. Keep in mind that verifying or verbal nodding confirms: "This is great, your number …"
Offers Customer Friendly Solution or Explanation
After creating the needs of our customers, we enter the phone call phase where we offer solutions and information or explain to the Client. As we move to this stage, we often recognize the problem of the Customer, summarizing it and then entering it to demonstrate how we plan to resolve this. "Thank you, Mrs. Jones, you need … I'll do it now …"
Here are some tips and techniques that can give you information or explanation to the customer on the phone …  1. Use reliably short sentences with one sentence per block. Use step by step a break between Customer steps to catch up. "Go first to X. When you go to X, you're going to go to the next step." Long, rambly instructions or explanations are very difficult to follow on the phone.
2nd Use your client-friendly language. Pitch the level you use instead of the receiver, not yourself. Be very careful about jargon and business sphere. & # 39; which is unique to your business or to your own company. If we use these terms every day, we often assume that they are widely known and acceptable. If you use the Client incorrectly, you may hear aggressive sound as if you were talking to them.
3rd Use a positive, definite language instead of the negative language. Negative language is a language that is not & quot; like "no, no, no, etc." & # 39; Try to change what you say, so it will always be positive. "I'm sorry but this can not be for 10 days" will be "definitely in 10 days". Do not tell customers what can not be done without a positive possibility at the end. "I'm sorry, but I can not … The reason … What can I do …"
Phone call closed positively
In our customer service we want the customer to go away with a very positive impression on us. Callers remember the first impressions and last impressions.
As we move forward, it is good practice to summarize the agreements and to step up the next steps or actions. Again, it is worth reviewing how to do this to make your language positive and clear.
We've completed a fine positive shutdown to ensure our customers are happy to get off the phone.
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