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Good call handling: * increases order values * improves cashflow by accurate order taking * controls the call effectively to manage call length and call volumes * minimises call backs * help you helps achieve sales targets * protects price and profits * ensures that the call is managed well when items are not in stock * retains customers when things haven’t gone to plan * deals with difficult customers or situations * reinforces your brand values and brand experience * puts things right when things go wrong
Handling a phone call is the same as handling negotiation.you must plan your strategy to win win situation.
with customer in focus we listen to the customer politely and deliver excellence.
Projecting an enthusiastic, natural, and attentive tone while on the phone can help a customer feel comfortable during a conversation.
When you answer the phone, smile as you greet the person on the other line. Although it may be a bit of a cliché, a smile can truly be heard through the telephone. Smiling as soon as you connect with the customer will begin the interaction positively and create room for a productive and friendly exchange.
Also, be aware of your vocal qualities throughout the call. Control your rate of speech, your pitch, and your overall timbre. The average individual speaks at a pace of 130 to 150 words per minute. Match this rate while on the phone.
Anything faster will be difficult for the customer to understand while anything slower will give the impression that you are slow and lazy.
Try timing yourself in order to ensure that the rate at which you’re speaking falls into the 130 to 150 words per minute range. Keep the pitch of your voice in mind while you’re on the phone as well.
A high pitch connotes youth and often fails to suggest an authoritative image. Meanwhile, a low pitch can sound harsh, especially over the phone. Find a middle ground, and always vary your inflection in order to make yourself sound natural and interested. A monotone sounds boring and unenthusiastic.
Controlling these factors and smiling will ensure a positive tone on the telephone and will greatly improve your customer service skills.
The ability to understand what someone is saying on the phone separates a productive conversation from one filled with tension.
Whenever you are on the telephone, speak clearly. Enunciate and use simple words and phrases. Don’t employ overly complex vocabulary.
The last thing you want to do is confuse the customer on the line or make them feel inferior. Also, avoid slang and filler words. Saying things like “dude,” “yeah,” and “um” will detract from the quality of the interaction, making constructive problem solving harder to attain. If you have a tendency to use filler words such as “um” or “like.” practice taking a pause instead.
Chewing gum or eating during a conversation can also lead to mumbled speech so avoid both of these practices in order to optimize your customer service.
Starting with the greeting, conversations over the phone must be sincere. Say hello and be genuine. Try to avoid scripted greetings as most sound artificial and inauthentic.
Include the company’s name, your name, and offer your assistance as soon as you answer the phone. If you’re receiving a transferred call or if you’re working on the switchboard, state the name of the department you are a part of in order to give the client the appropriate information. Doing this will ease the customer into the exchange and let he or she know that you are calm and ready to help.
Once you’re in the middle of the conversation, give the person on the other end of the line genuine answers. Be sure to word these in a positive manner, as you don’t want to inject any negativity into the exchange.
Avoid phrases such as “I don’t know,” “I can’t do that,” or “Just a second.” Specify how long completing a task will take, and state what you can do rather than what you cannot.
Answering a customer’s questions with sincerity and positivity will not only satisfy them by the end of the conversation but will also help calm an angry caller.
As soon as you receive a customer’s name, use it.
Write down the individual’s initials in order to “monogram” the call. This will help you remember the client’s name and will personalize the call for you.
As with most things, finishing a conversation on the right note can create lasting positivity and a satisfied customer.
In order to achieve a great ending to a telephone call, make sure that the caller understands the information you passed along before you hang up. Ask the customer, “Is there anything else I can help you with?” Answer any final questions he or she may have to ensure complete comprehension and satisfaction. Also, provide any information that the customer might need in the future. If he or she needs to call back, share optimal contact times and whom he or she should call.
Once all of the necessary information has been shared, finish the call in a friendly manner. Say, “Have a nice day” or, “It was nice talking with you”. This will let the customer know that you happily helped them and that you would be willing to aid them again in the future.
Finishing a conversation in a positive manner can transform what may have started as an angry phone call to a pleasant experience for the customer.
Yes Good call handling skills really make a difference to customers. Because if the call is handled properly with proper sympathy, apology, providing right and relevant information with no use of harsh words to the customer then again and again call back will not come from customer side for getting issue resolved. If customer is given proper solution and explained in better way what the issue is because of which the customers are facing such issue and this issue will be resolved as soon as possible and whatever complaint is there is already taken and will be resolved soon, then the customer may get fully satisfied and it may not require them to call back again and again for the followup of the issue they are facing. May be next time there will be no need for calling for the same issue and may be customers will cal for giving good feedback only if customer is fully satisfied with the service of the company. Good call handling actually creates good impact on the customers and even goodwill of the company increases.
