Phones can be a great tool to provide exceptional customer service, but can also destroy the customer's perception of your service. Would you like to experience additional customers about after-sales service?
It's tough. :
Telephone technology, customer service by telephone
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When Alexander-Graham-Bell invented the phone, a little positive effect he has on customer service – or also the negative effect it may have
Yes, the phone can be a great tool to help provide exceptional customer service, but also can quickly destroy the customer's perception of your service. Whenever you or your staff use the phone, any steps to ensure that it adds something positive to the customer's experience
Here is the idea.
<b> Promptly answer </ b>
It's an old tip, but it's usually ignored! At your desk, you are sitting deep in thoughts, writing your monthly report and ringing phone. "I just finished this sentence ... immediately" I told yourself and the phone rang 10 times before I knew it. The caller is unlikely to feel good-assuming that he hasn't hung up already!
Just give it a try and you remember the last time it sat ringing on the phone. Which photo did you have in mind? An image of a person trying to call you sitting at his desk chat and casually drinking coffee? Didn't it get you in good mood? Then why is such a customer.
Aim for a 3-5 ring within your phone. Prompt pickup gets the conversation off to a positive start and also avoids having to apologize and open the conversation.
So you get the phone as quickly as you can.
<b> Enthusiastic things </ b>
Make sure your voice conveys a message when you answer the phone, "It's really happy to talk to you!" Make your voice light and bring a feeling of enthusiastic emotion to your tone, and Most importantly sound aspirations. If you think there is a caller you want to hear, you may wonder what it would be good if you think --- we will still attach it.
Put a real bright feeling on your opening greetings. Say your "Good morning" or "Good afternoon" in a strong, enthusiastic tone. This quickly lifts the spirit of your visitors and gets both to a good start.
So, while it is bad for Japan for a while, it is a good day for all of you "is in perfect condition!", And the enthusiasm that has been carried out is a struggle to make a call, and take a call. The language of the language has a positive impact Try it out.
<b> Listen to what they are saying </ b>
It may be thought that it is a conversation to listen enthusiastically. It's hard to do this when you're facing someone, but it's even harder to keep your attention on the phone without eye contact. It is a padding practice from every point he wants to make to the caller, especially to think about interrupted work before you know it, you know what the caller is doing not.
If they use the phone as a tool for great customer service, they are the skills that everyone needs to listen to and being actively told. Do you mind how you can be careful?
• First of all, commit yourself to listening positively. Nothing happens without a clear responsibility
• Take notes during every call, even if you don't need to. The act of capturing the caller's key points will force you to listen. The keywords below are not concentrated in the complete text.
* If an important statement is made, repeat that of your own word. This allows you to hear the important points that are worth repeating
* Ask a question. Go too far with a constant barrage of questions, but keeping your mind alert just not heard enough
Active listening is more than just making sure you pick up all the important points. They feel that they are important and respected if it is clear that you are listening. Related questions and occasional "hmm" feel that they have listened to, can be a long way to make a caller.
<b> Avoid distractions </ b>
If possible, try as many distractions as possible while talking on the phone. Open the door of the place, listen to the noise impact of general affairs, the moment the door to the caller closes.
As a walk takes you to a shop, an important phone call makes it easier for him to match or return to global standards. We may overwhelm people who can do things.
If you were working on your PC when the call came through, turn on the face from there. You do not want your eyes and mind to wander back to see the documents you were working on!
Respect the caller's time and avoid something that might delete or drift off your mind.
<b> strong finish </ b>
When the call is nearing the end, it is important to end in a strong, persuasive way. Summarize by whom who agreed and what action should be taken. Definitely leave the caller as to what the next step is.
So just as your opening was full of enthusiasm, if your closing statement. Good, strong, positive, "talk to you and talk right away" As you approach, you will receive a phone call at a satisfying end. The customer has said that the handset has been designated by this.
<b> Answer phone and voicemail </ b>
If you are not at your desk or office, any recorded message you leave will make the right call as the actual call itself, and even if there is no one on the phone when the message does not fit Use By leaving a message, at least your customer has the opportunity to partially meet the reason he called. Review by ""
Here are the valid messages for one record:
• Write a message before recording it. Don't do it from the cuff as it is probably full of "umms" and pauses. It does not sound professional
* When recording, speak slowly and carefully so that the caller can understand everything you say. This is especially the case for phone numbers that can be reached in an emergency
• Message Do not enter it with unnecessary information
• Call your number and listen for messages. Review deleted
• You can periodically check whether change messages are reflected. If you are away on a holiday, give the date you will be back. If it is only for the morning, tell the visitor that you will return the afternoon call. The message of the most up-to-date caller of the message More confident return
If you use the right thing you can do by phone, it will be a great fortune and will provide exceptional customer service. Mistake the use, received by the customer for the business reasons of damage that can be done, the place is slowly and slowly Yas Island.
How to build a customer's business
If you have the best products you can, as long as you have a long-established restaurant on the side of "a number of businesses aimed at customers. So, what to do to build a business with an outward focus on customers Can, but not inside the business?
It's tough. :
customer service
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You can have the best product, plushest office, the best location, but unless you are a 'focused customer' business, all of this will never be for anything
So what can you do to build a business with an outward focus on the customer, but not to the business inside?
<b> Build passion and commitment </ b>
The first block is passion and responsibility. This is the very foundation stone of a customer-focused business. The structure that you build on without passion and responsibility is weak and prone to collapse at the first sign of stress.
Because there is no passion and commitment, you and your staff. All of you must completely believe in the concept of the customer that is central to everything you do. It is to satisfy the customer so that they take steps to work from that moment.
What can you do to build passion and commitment as a key person in business? Lead from the front and set the example. Keep the concept on the agenda and show it all. Keep talking about it. Celebrate all the wonderful examples of putting the customer in focus at all.
<b> Build a process around the customer, not the business </ b>
It will be possible to clearly override the rules in all large businesses. Whether there is a formal process manual or a quick reference guide to set up your process, the clear procedure is your staff and customer
It is a customer who builds to make it easy to use for manufacturing around the building process as well as things. Look at every step of the process and ask yourself, "We will do something to make it easier for our customers to do business with us." I examined the mutual relation of. Be curious, bold and challenging!
<b> Build a relationship </ b>
Building relationships with your customers is at the very heart of the customer-focused model. Build a strong, firm relationship and have customers for life. The foundation of the connection building is A.B.C.-it is always communicating. Here are some ideas built through persistent and profitable relationships ABC:
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