If you or your staff have to deal with customers both face to face or over the telephone then effective Customer Care training is essential in enabling you to develop a Customer Caring or ‘Customers First’ attitude to delivering service effectively and consistently.
Total Success run a one-day Telephone Skills and Customer Care course for those wishing to learn telephone etiquette and handling customers on the telephone.
For those who’s customer service training requires tips and techniques in both telephone and face to face skills in handling difficult customers (such as rude, angry or aggressive customers) as part of their daily duties we also provide a Customer Service and Customer Care training course that deals with these types of customer. It also covers handling customer complaints; tips for retaining customers and how to diffuse customer conflict quickly and efficiently.
More and more companies are increasing their use of the telephone as the quickest and most convenient way of establishing customer contacts. Call centres and mail order are the fastest growing operational departments for UK organisations. It is essential that all employees represent their organisation in a professional and friendly way. Clear and effective communication is essential to ensure that the business is not lost. If your staff are not trained properly on telephone skills, how much business are they losing your company?
Introduction
- First impressions are disproportionately important on every call
- The initial impact you make is within your control
- Constant conscious effort is needed to maintain and improve your impact on customers
These points are obviously most important on new calls and with developing contacts, but are still very important for your regular customers, who will soon feel “taken for granted” if you allow familiarity to breed contempt.
Never forget:
- your regular customers are someone else’s prospects
- you will rarely have all their business
- on every call there is something that you want to offer your customer
- as a customer they will choose whether or not to buy
The Objectives of Your Opening
Remember that:
- At the beginning of your call the attitude of the customer will vary. The same person may be indifferent or antagonistic, suspicious and irritable or friendly, helpful and interested.
- Good buyers are busy people (beware the ones with time to spare)
- Good buyers are often pre-occupied with business problems, and are usually satisfied with things as they are, therefore it is your responsibility to open the interview so that you achieve your objectives which are:
- To gain their attention
- To arouse their interest
- To gain their participation
- To be able to lead easily into the presentation
How to achieve your objectives
You should:
- Relax and be natural (but not casual)
- Smile (make it genuine and friendly)
- Be enthusiastic (its infectious)
- Be positive (never say “I was just calling” or “nothing today?“)
- Put yourself in the customer’s shoes (how do you feel when you are interrupted)
- Keep appointments made to call back at specific times (reasons are never excuses)
- Remember their name and get it right
- Be courteous and cheerful
- Don’t assume a welcome, earn it
What you say and how you say it
- Voice and words can make sales or ruin them
- Prepare your opening remarks carefully
- Try to be interesting to the customer (talk about their needs)
