How to Talk to the Customer over the Phone Essay
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 …show more content…
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