Written By: Lydia Ramsey
It may not be your department, your issue or your job, but if it is the customer’s problem, you need to show concern. You will win customers and influence people every time when you use good phone skills.
Do you sometimes wonder where your customers have gone?
In a study by the International Customer Research Institute, individuals gave the following reasons for becoming “non-repeat” customers:
How many times do you think that employee attitude is communicated by phone?
Very often the telephone is the first and only contact that people have with your organization.
Make sure that this experience is the best you and your employees have to offer so that first-time callers become repeat customers.
Even if your hair is on fire or the last caller chewed you out, pause for a moment to put a smile on your face and in your voice. Believe it or not, people can hear you smiling through the phone.
If people have to wait through rings four and five, they begin to think that you have closed for the day, gone out of business or just don’t care.
We live in a world that expects instant gratification. Be sure you meet your customers’ expectations.
You may have multiple lines ringing and a line of people standing at your desk, but wait to hear the caller’s response. It is that person’s choice to hold or not.
Try not to turn this move into a power play. When you come back on the line, thank the person for holding.
If you have to ask the caller to continue to hold, offer to take a number and return the call.
Before you connect the caller to someone else’s extension, make sure that person is in and able to help.
There is nothing more frustrating than being transferred over and over again and having to retell the same story to a multitude of different people before finding the right one.
Before you send the call to co-worker, give the caller that person’s name and number in case there is a disconnect.
Better yet, tell the caller who you are and how to reach you if there is a problem. You will have an extremely satisfied customer.
It may not be your department, your issue or your job, but if it is the customer’s problem, you need to show concern.
Never tell the caller, “I don’t know” or “I can’t help you.”
The best response to a problem is a genuine, “Let me see what I can do or who I can find to help you.”
You will win customers and influence people every time when you use good phone skills.
In Sales EQ, Jeb Blount takes you on an unprecedented journey into the behaviors, techniques, and secrets of the highest earning salespeople in every industry and field and teaches you how to become an Ultra-High Performer. Download your FREE chapters of Sales EQ here.
Lydia Ramsey helps people promote themselves and grow their business by showing them how…
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