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Will You Add? - What Level Of Telephone Sales And Customer Service Do You Provide?
We have probably all heard the phrase "It's not what you know, it's who you know". It's common enough and it has often been true.There have been times when advantage has been gained due to social status and sometimes wealth, occasionally these two are connected. But gaining an advantage this way is on the decline, fast. What is required now are relationships and networks of mutua
Have you ever considered how to launch a public relations campaign in a community when your company profession or industry is not so glamorous? Consider if you will a Air Conditioning and Heating Company. What sorts of community spirited public relations campaigns can you do with such things?Well how about setting up or participating in a Neighborhood Mobile Business Watch Progr
Practice these telephone-answering techniques that can help you stand apart from others:
1. Say,” Good morning or good afternoon." (Use these words to trigger a smile)
2. Sincerely thank the prospect, customer or client for calling.
3. Identify your institution, company or firm.
4. Identify yourself. (This is Jon Jeffers)
5. Ask, “May I help you?” or “How may I direct your call?”
6. Listen carefully to the caller’s request without interrupting.
How you answer your telephone, creates either a negative or positive impression in the mind of a caller. What you do and say after the first impression is important also. For example, if callers must be placed on hold, give them a choice. Say: “I need to leave the line for a few minutes to check that information, would you like to hold or may I take your number and call you back?”
Callers, who are put on hold, should be checked with every 20 to 30 seconds. High quality service means you never keep people in the dark wondering whether or not they have been forgotten in a Musak limbo. If callers are your most important priority, you must always treat them as such. In our workshops we use an exercise to illustrate how callers feel about being put on hold. In the exercise we ask participants to close their eyes and raise thei
Twice as many members as Ebay and it is said that a quarter million new accounts are created each and every day. MySpace was originally created for garage bands as a way to network with other bands but this changed quickly as there are now over 10,000 groups each which would cater to a different Genre. I have seen a lot of books out there about this Social Networking phenomenon but mos
Practice these telephone-answering techniques that can help you stand apart from others:
1. Say,” Good morning or good afternoon." (Use these words to trigger a smile)
2. Sincerely thank the prospect, customer or client for calling.
3. Identify your institution, company or firm.
4. Identify yourself. (This is Jon Jeffers)
5. Ask, “May I help you?” or “How may I direct your call?”
6. Listen carefully to the caller’s request without interrupting.
How you answer your telephone, creates either a negative or positive impression in the mind of a caller. What you do and say after the first impression is important also. For example, if callers must be placed on hold, give them a choice. Say: “I need to leave the line for a few minutes to check that information, would you like to hold or may I take your number and call you back?”
Callers, who are put on hold, should be checked with every 20 to 30 seconds. High quality service means you never keep people in the dark wondering whether or not they have been forgotten in a Musak limbo. If callers are your most important priority, you must always treat them as such. In our workshops we use an exercise to illustrate how callers feel about being put on hold. In the exercise we ask participants to close their eyes and raise the
Isn’t it always interesting to hear somebody say “yeah, we tried that, didn’t work…”When it was tried; what were the conditions surrounding the business? How was it implemented? How were staff trained? Most questions are never answered with any clarity and real understanding. No real analysis of the changes failure or success was ever done. Meaning that an opportunity to learn w
2. Sincerely thank the prospect, customer or client for calling.
3. Identify your institution, company or firm.
4. Identify yourself. (This is Jon Jeffers)
5. Ask, “May I help you?” or “How may I direct your call?”
6. Listen carefully to the caller’s request without interrupting.
How you answer your telephone, creates either a negative or positive impression in the mind of a caller. What you do and say after the first impression is important also. For example, if callers must be placed on hold, give them a choice. Say: “I need to leave the line for a few minutes to check that information, would you like to hold or may I take your number and call you back?”
Callers, who are put on hold, should be checked with every 20 to 30 seconds. High quality service means you never keep people in the dark wondering whether or not they have been forgotten in a Musak limbo. If callers are your most important priority, you must always treat them as such. In our workshops we use an exercise to illustrate how callers feel about being put on hold. In the exercise we ask participants to close their eyes and raise the
So you’ve tried direct mail, advertising, you’ve got a web site, maybe you’ve even tried networking as a marketing strategy. These and many other marketing strategies are all good and if performed properly will most likely bring you favorable results. A word to the wise here though, some of them can run you a fortune in marketing costs. And in my experience, cost has a lot less bear
Callers, who are put on hold, should be checked with every 20 to 30 seconds. High quality service means you never keep people in the dark wondering whether or not they have been forgotten in a Musak limbo. If callers are your most important priority, you must always treat them as such. In our workshops we use an exercise to illustrate how callers feel about being put on hold. In the exercise we ask participants to close their eyes and raise the
Bad Customer Service does not happen overnight. It is a combination of several controllable and predictable circumstances involving policies, procedures, training, management and personnel.Bad Customer Service is not from bad customers, poorly made product, high prices, poor location, voodoo or moon phases. (I have personally blamed angry customers on the phases of the moon, hav
When a call must be transferred, make certain to identify the person and the extension that you are transferring to. Say: “Tim Connor is at extension 543. I will transfer you and stay on the line until he answers.” When the employee answers, introduce the caller and his need “Tim, I have Mrs. Inez Stewart on the line. She would like to discuss….”
Ending your call properly is important, too. Always thank the caller or in some way affirm the caller’s value to you and your organization. Say: “I’m glad I could help you, Mr. Johnson"; or “Call again anytime, Mr. Johnson”; or “It’s always good to talk with you, Mr. Jones.” Then let the caller hang up first. To obtain a comprehensive manual on using the telephone effectively check out TeleSales & TeleService at: http://www.TheSellingEdge.com/manual3.htm
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