How to Talk to the Customer over the Phone Essay

1190 Words Mar 25th, 2013 5 Pages
HOW TO TALK TO THE CUSTOMER OVER THE PHONE
Customer service in the telemarketing industry is primarily imparted through the phone. Hence, customer agents should first and foremost possess the right phone skills as part of their customer service. Hereunder are some tips to improve an agents phone skills.

Greet. A call starts and ends with a greeting. Unlike in ordinary phone calls when a "hello" is traditionally used to start the call at the receiving end, customer phone calls should be given better greeting like "good morning". This is then followed by a brief introduction of the agent and the company one represents.

Use correct grammar. It is one of the primary requirements in telemarketing business to have employess or customer
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Listen carefully. Communication is a two way process. It involves speaking and listening. One without the other results to a failure of communication. In as much as most companies usually focus on speaking, agents must equally focus on listening. To listen carefully, agents should pause whenever a customer speaks. They should allow customers to speak first. They should also focus on listening and avoid doing something else while listening. Having an agent asking a you to repeat yourself is very frustrating on the part of the customer.

Be emphatic and sympathetic. Customers usually call because they need something. They have a problem that needs to be resolved. They wouldn’t bother to call if everything is fine. In short, customer care agents are there to provide help and to take care of customers. Hence, all communications from the choice of words, tone of voice and personal disposition of the agent should framed towards caring about the customer, which can be achieved by being sympathetic and emphatic.
Always make sure that the customer is satisfied. If the customer is not satisfied, ask what he or she would like done. Consider it or tell why you cannot accept.
Remember to close your conversation with a professional closing. End your conversations with a sincere "Good-day", or "Thank you".

The purpose of this somewhat soul searching article is not to place blame on ourselves, our clients, or our employees, as there is enough to go around. It is

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