Winning a customer on phone may translate into business for your company!

If getting more and more business from the customers is the prime objective of your bosses then it is your prime responsibility to fulfill that objective with an added responsibility of keeping your customers happy. Due to hectic and tight schedules, often the in-person interaction does not happen. So, a voice-over interaction is the best way to resolve the existing issues between the customer and the business. Most management experts and corporate training experts hold the opinion that a pleasing experience rendered to the person may lead to eventual business coming in, which is exactly what your bosses wish for. It is also important to understand that excellent service comes more from the heart than the brain which does the ‘magic’. Let us take a look at the actionable steps that can lead to a customer delight delivered through a telephonic conversation!

 

·         Send an e-mail before you call, if required

·         Check and re-check for the availability of the respondent

·         Plan the call thoroughly with clear objectives

·         Be fully prepared with the history and other necessary information

·         Ask for the person’s name and greet warmly, when the line gets connected

·         Anticipate what the other person will say or ask

·         Always smile on phone – it gets transmitted!

·         Be polite and agreeing

·         Be concise and efficient

·         Seek permission to ask questions so as to identify key issues

·         Listen actively and carefully without interrupting

·         Confirm your understanding of the issues at regular intervals

·         Handle complaints delicately and politely

·         Allow people to finish first

·         Speak clearly and slowly.

·         Avoid use of jargon's and complex terms

·         Take notes during the call

·         Sum up the issues discussed before closure of the call

·         Send a follow-up- e-mail to confirm immediately

·         Finish with a positive phrase and greet again

The above points are covered and discussed as a part of the corporate training program - “Corporate Etiquette's” conducted by Mr. Vivek Bindra, whose name figures in the list of top 10 motivational speakers inIndia today. To know more about the program, simply log on to http://globalact.in or send an e-mail at info@vivekbindra.com today!