I found that scheduling calls could really help if you deal with a lot of business over the phone. I learned from personal experience that taking notes while talking to the customer will be a major advantage to you, that way you will understand what they want. Etiquette and attitude does play a major factor when on the phone. Never talk to others while on the phone with the customers.
I actually do prioritize my calls from ones needing my attention immediately and the ones that are more routine and can be taken anytime. I also try and call during a certain timeframe when i know that people i m calling will be more available to handle my request.
When answering the phone it is always good to take a deep breath an collect your thoughts, Then take control an be the first to introduce yourself dont wait for the customer. Always be sincere is key and put the customers needs before yours. LISTEN! LISTEN! LISTEN! Your tone of voice and knowledge of what the call is about, will keep a better chance of keeping the customer satisfied. Got this info from (http://www.businessknowhow.com/marketing/telephone-skills. htm )
I find that actually just being able to relax when you take a call and not stress over the situation makes things much easier. Also, making sure you talk in a good tone of voice and make sure the customer realizes you are there to help them will make them feel more comfortable with the process. I found that just being able to talk will help you with the phone calls and also introduce yourself so the customer knows who you are speaking to will also help. The most important thing would be to Listen! Do these and you should be fine!
The websites had different methods/tips for answering the phone and working with the customers over the phone. It stated different greetings as well as the tone you should have when answering the phone. It also discussed listening skills, which may be the most important part of handling customers over the phone. You should also have an appropriate ending to the conversation.
I answer call in a clear voice so I can be understood. I sometimes repeat what customers say so then know that I am listening to what they said. I try my best to make sure by the time the customer hangs up they will be satisfied with the service they recieved
When it comes to scheduling and answering calls, I keep a broad and concise approach while laying out a format/agenda for what I wish to say. Listening and interpreting others emotions while controlling yours is also key in whatever you may do. Work, socially and such. Tone, critique, and positive response. Know your place.
Talking on the phone can be either good or bad its all on the luck of the draw. But, there are many things you can do to lessen the blow of "bad phone calls." Take notes, this can assist on the memorization of the clients name and situation. The fact that a person remembers can go a long way. Prioritize the class... those customers who have all out failure can get very irate. Listening is the most important factor, this can be the difference from a great feedback or a pink slip.
When answering the phone for a business be identify yourself, be sincere, and listen to the customer. If you are unable to help the customer set a plan of action into place. When scheduling calls prioritize and allocate enough time necessary. Have a great day!
sometimes the customers over the phone are so demanding that all you want to do is just hang up on them because of their lack of patience. But every once in a great while they are compassionate enough to understand on what i can or cannot do. things like can either bring you down or set your mood right for the day.
The Basic Telephone Skills website provided some great tips for making the most of your time on the phone. I am a big fan of lists, so listing the calls need to be made, prioritizing them, and then giving them time limits are great ideas. It is always good to have a ‘canned’ greeting so that you provide the same information to everyone you speak with. I liked the topic on dealing with difficult callers there are some great tools. The topic on things to avoid while on the phone may seem like common sense, but some of them happen and you don’t even realize it.
From the second one, I learned to manage my calls so I'll be able to get back to work. It's always important announce your title and company before after answering the phone because "hi" won't cut it. Using listening skills is perfect for calls. Letting the customer know that you're listening is a good way to get them to come back.
When answering the telephone, talk with a clear low tone pitch, which will let the customer know that you have control of the call. Be patient and let the person explain the issue that they are having. When the customer finishes explaining try your best to help the customer solve their issues. Basically just be polite to the customer no matter what even if they are yelling. At the end of the call make sure the customer is finished and wait for them to hangup. Be sure to ask if there is anything else you can help them with.
This article stresses the importance of appreciating the caller on the other end. I know from past stressful front-desk jobs, I've gotten exasperated with multiple incoming calls. Always stop and remember with whom you're speaking and take the time to really help them. It's like the article states, the next ring could be your next paycheck.
Things from the Business Know How article that I found important when helping a customer on the phone: 1) Put the customer's needs ahead of what you are doing. 2) Actively listen. Take notes if necessary in order to summarize the problem, and let the customer know that you are both on the same page. These are the lasting impressions the customer will take away from the phone call. 3) The importance of the first 30 seconds and last 30 seconds of the phone call. Establishing a postive perception of yourself and your company to the customer, and reviewing everything discussed at the end.
I've learned in my personal experience from taking calls, that having that pleasant smile in your voice from the beginning of the call really shows a customer that you're interested in speaking with them. Giving a customer your undivided attention during a call is crucial in retaining your customer. Keep in mind that if it weren't for this customer requesting your help, that YOU wouldn't have a job. So appreciate your customers, empathize if they're having frustrations, treat them the same way YOU would like to be treated in the same situation. Customer relations should be exactly that; RELATING to the CUSTOMER! :)
this is from Jenilin V as well. This blog/entry made many good points about what it is like to be on the other side of the phone when the automated money-saving system is calling. It also conveys some points about proper phone techinques that would boost the scores that so many companies are worried about. If the company considers the fact that their paycheck might be calling, their response could be totally different.
I agree with Sung, if a CSR has no energy and sounds as if I'm bothering him/her, I immediately get a bad taste in my mouth. I'm not talking about old pizza or burnt chocolate cake here...I'm talking about a really bad taste.
Before you answer the phone, imagine that it is you calling. Always give each and every client the personal attention and respect that you would expect from a company that you call. If you expect yourself to be excellent normally you will be excellent.
These skills that are talking about on the web site should be practie at all level of bussiness world and at home by the family. Identify who the person on the other line is very imporant and it help to sent a proffinal tone. The sincere in phone call has gone out the customer wants and need to that attetion. If these rules were applied then the person on the other line will be more greatfy.
22 comments:
I found that scheduling calls could really help if you deal with a lot of business over the phone. I learned from personal experience that taking notes while talking to the customer will be a major advantage to you, that way you will understand what they want. Etiquette and attitude does play a major factor when on the phone. Never talk to others while on the phone with the customers.
I actually do prioritize my calls from ones needing my attention immediately and the ones that are more routine and can be taken anytime. I also try and call during a certain timeframe when i know that people i m calling will be more available to handle my request.
When answering the phone it is always good to take a deep breath an collect your thoughts, Then take control an be the first to introduce yourself dont wait for the customer. Always be sincere is key and put the customers needs before yours. LISTEN! LISTEN! LISTEN! Your tone of voice and knowledge of what the call is about, will keep a better chance of keeping the customer satisfied. Got this info from (http://www.businessknowhow.com/marketing/telephone-skills. htm )
I find that actually just being able to relax when you take a call and not stress over the situation makes things much easier. Also, making sure you talk in a good tone of voice and make sure the customer realizes you are there to help them will make them feel more comfortable with the process. I found that just being able to talk will help you with the phone calls and also introduce yourself so the customer knows who you are speaking to will also help. The most important thing would be to Listen! Do these and you should be fine!
The websites had different methods/tips for answering the phone and working with the customers over the phone. It stated different greetings as well as the tone you should have when answering the phone. It also discussed listening skills, which may be the most important part of handling customers over the phone. You should also have an appropriate ending to the conversation.
I answer call in a clear voice so I can be understood. I sometimes repeat what customers say so then know that I am listening to what they said. I try my best to make sure by the time the customer hangs up they will be satisfied with the service they recieved
When it comes to scheduling and answering calls, I keep a broad and concise approach while laying out a format/agenda for what I wish to say. Listening and interpreting others emotions while controlling yours is also key in whatever you may do. Work, socially and such. Tone, critique, and positive response. Know your place.
Talking on the phone can be either good or bad its all on the luck of the draw. But, there are many things you can do to lessen the blow of "bad phone calls." Take notes, this can assist on the memorization of the clients name and situation. The fact that a person remembers can go a long way. Prioritize the class... those customers who have all out failure can get very irate. Listening is the most important factor, this can be the difference from a great feedback or a pink slip.
When answering the phone for a business be identify yourself, be sincere, and listen to the customer. If you are unable to help the customer set a plan of action into place. When scheduling calls prioritize and allocate enough time necessary. Have a great day!
sometimes the customers over the phone are so demanding that all you want to do is just hang up on them because of their lack of patience. But every once in a great while they are compassionate enough to understand on what i can or cannot do. things like can either bring you down or set your mood right for the day.
When I answer my phone I never answer without being nice. You have to listen to the way that you speak.
The Basic Telephone Skills website provided some great tips for making the most of your time on the phone. I am a big fan of lists, so listing the calls need to be made, prioritizing them, and then giving them time limits are great ideas. It is always good to have a ‘canned’ greeting so that you provide the same information to everyone you speak with. I liked the topic on dealing with difficult callers there are some great tools. The topic on things to avoid while on the phone may seem like common sense, but some of them happen and you don’t even realize it.
From the second one, I learned to manage my calls so I'll be able to get back to work. It's always important announce your title and company before after answering the phone because "hi" won't cut it. Using listening skills is perfect for calls. Letting the customer know that you're listening is a good way to get them to come back.
Energy is key. Gotta sound like you enjoy your job, gotta sound like you want to talk to the customer.
When answering the telephone, talk with a clear low tone pitch, which will let the customer know that you have control of the call. Be patient and let the person explain the issue that they are having. When the customer finishes explaining try your best to help the customer solve their issues. Basically just be polite to the customer no matter what even if they are yelling. At the end of the call make sure the customer is finished and wait for them to hangup. Be sure to ask if there is anything else you can help them with.
This article stresses the importance of appreciating the caller on the other end. I know from past stressful front-desk jobs, I've gotten exasperated with multiple incoming calls. Always stop and remember with whom you're speaking and take the time to really help them. It's like the article states, the next ring could be your next paycheck.
Things from the Business Know How article that I found important when helping a customer on the phone:
1) Put the customer's needs
ahead of what you are doing.
2) Actively listen. Take notes if
necessary in order to
summarize the problem, and let
the customer know that you are
both on the same page. These
are the lasting impressions
the customer will take away
from the phone call.
3) The importance of the first 30
seconds and last 30 seconds of
the phone call. Establishing
a postive perception of
yourself and your company to
the customer, and reviewing
everything discussed at the
end.
I've learned in my personal experience from taking calls, that having that pleasant smile in your voice from the beginning of the call really shows a customer that you're interested in speaking with them. Giving a customer your undivided attention during a call is crucial in retaining your customer. Keep in mind that if it weren't for this customer requesting your help, that YOU wouldn't have a job. So appreciate your customers, empathize if they're having frustrations, treat them the same way YOU would like to be treated in the same situation. Customer relations should be exactly that; RELATING to the CUSTOMER! :)
this is from Jenilin V as well. This blog/entry made many good points about what it is like to be on the other side of the phone when the automated money-saving system is calling. It also conveys some points about proper phone techinques that would boost the scores that so many companies are worried about. If the company considers the fact that their paycheck might be calling, their response could be totally different.
I agree with Sung, if a CSR has no energy and sounds as if I'm bothering him/her, I immediately get a bad taste in my mouth. I'm not talking about old pizza or burnt chocolate cake here...I'm talking about a really bad taste.
Before you answer the phone, imagine that it is you calling. Always give each and every client the personal attention and respect that you would expect from a company that you call. If you expect yourself to be excellent normally you will be excellent.
These skills that are talking about on the web site should be practie at all level of bussiness world and at home by the family. Identify who the person on the other line is very imporant and it help to sent a proffinal tone. The sincere in phone call has gone out the customer wants and need to that attetion. If these rules were applied then the person on the other line will be more greatfy.
Post a Comment