When Alexander Graham Bell invented the telephone, it is clear how the positive impact on customer service - or the consequences could be!
Yes, the phone is an excellent tool for the provision of exceptional customer service, but can also quickly destroy a customer perception of your service provider. What measures can be taken to ensure that fair, quandoder you or your employees"Phone, but it is a somewhat positive experience for the customer?
Here are some ideas.
<b> Quickly </b>>
There is an old trick, but largely ignored! You sit at your desk, in the end thought the monthly written report and the phone rings. "I would like to conclude quickly that sentence ..." tell you before you know, the phone sports 10-times. The applicant is likely that PE in a good atmosphere - when it has not opgehaS!
Try to remember the last time Saturday in a telephone call signal and the ring. What images come to mind, as you expected? The image of the person you are trying to call sitting on your desk or chatting casually drinking a cup of coffee? Have you not in a good mood, he? So, why your customers through this?
Didestinato to answer the phone within 3-5 rings. A small pick-up-call me a guten-off and avoid to open the conversation with an apology.
Then go to the phone as quickly as possible.
<b> Enthusiasts </b>>
If you answer the phone to your voice mail, really like to talk to you! "Let your light voice, a sense of emotion and show your enthusiasm for the welcomes happy. If you do not want the caller that you are something else .... you too!
Get a Grunddie positive Gefühl opening in your salvation. Tell us your "hello" or "Good day, with a strong enthusiastic tone. This will instantly lift your mood and it is a good start.
If you really have a bad day (and we have them all!) And exports enthusiasm fight, and take the call. This helps your voice and the slight change of heading and body language can have a positive effect. Try it out.
<b> Écouterce they have to say </ B>
Do you believe that you hear all the conversations you have. E 'is already very difficult to do if you face to face with someone, but over the phone, no contact with the eyes of your attention is more difficult. It is too easy, especially if the caller has the habit of rimplir all the letters he wants to discuss the work that was interrupted, or the chat you had with one of its suppliers in advance. Voordat you know, dassSie verlost, or the applicant.
Actively listen to what is said, is a skill all needs, if you want to use the phone as a tool for the great service. But how can jeaandacht to concentrate on what they say?
• First, you agree that you are actively listening. Without a clear commitment to
• Take notes on every call, even if you do not want. The fact clochesont to the main points and gezwunts to hörenre. Only to write the keywords that are not full sentences, otherwise you do not have to write and be heard!
• If there is an important statement was made, you said in your words. Tzijn power to hear the main points should esserefart
• Ask questions. Gal closely with a flood of questions, but just enough to alert your opinion
Active listening not only to your pick-up from all major Punktenti, but also on respect for the APPLICANTS. They feel they are treated with respect and importance to say that you are listening. The questions and the occasional "Uh" can do much to give the caller the feeling hahebt heard.
Avoid distractions <b> </b>>
If possible, try to involve as many distractions as possible during the conference call zekque is important. If your office door open, and the Office that the noise is heard, ask the caller to hold for a moment, and then closethe door.
If someone in your office while you are an important call for him to sit or to go back. It can be very dangerous for someone sitting at a desk, while parlaez.
If you are on your PC when the call came, and turn away from her. If you do not want vousw eyes and soul, to revise the working document for you!
Respect the time of the WiederaufbausRSO and eliminate or avoid anythingfrom the mind.
<b> End bracket </b>>
When the call is finished, it is important to the end in a solid and convincing. A summary of what has been agreed that measures should be taken and by whom. I chiamatone is no doubt about what the next step.
Netlors opening was full of enthusiasm, it is a statement of closure. A good, strong and positive, "Good to talk to you and tell you soon", l 'invitationcloser to submit a satisfactory result. Your customer closes the call to know that it is interesting.
<b> Voice Mail and Voice Mail </b>>
If you're not on your desk or office, a message is as important for the creation distampa and the right to appeal. Pasni some people do not leave messages, but if the phone has the option, and then use it. If you leave a message, at least your Kunde will be given the opportunity, part of the reason he called. It may not be able to say frustrating.
Here are some ideas, such as the development of messages:
• Put the message before you. Is it not by the collar, because they will probably "umms" and breaks. It is not professional
• When recording, speak slowly and carefully to ensure that the person who can understand what you say. This is particularly true for the numbers dhe can be reached in case of emergency
• Make the message loud and even the point. Not with useless information
• the number of calls and listen to the message. If this is not a new record jFino rightly, that he did not
• Keep your message to reflect what you are doing. If you think that you are on vacation, on a date wkippeëieren you. If only for the morning, saying that the caller will be back in the afternoon. Messages, which until now thats trust of the applicant on lastion message
When the phone is used correctly can be a valuable addition to a reputation for providing excellent service. A FCcattivo use, your company and offers one more reason for your customers and their activities in others.
Yes, the phone is an excellent tool for the provision of exceptional customer service, but can also quickly destroy a customer perception of your service provider. What measures can be taken to ensure that fair, quandoder you or your employees"Phone, but it is a somewhat positive experience for the customer?
Here are some ideas.
<b> Quickly </b>>
There is an old trick, but largely ignored! You sit at your desk, in the end thought the monthly written report and the phone rings. "I would like to conclude quickly that sentence ..." tell you before you know, the phone sports 10-times. The applicant is likely that PE in a good atmosphere - when it has not opgehaS!
Try to remember the last time Saturday in a telephone call signal and the ring. What images come to mind, as you expected? The image of the person you are trying to call sitting on your desk or chatting casually drinking a cup of coffee? Have you not in a good mood, he? So, why your customers through this?
Didestinato to answer the phone within 3-5 rings. A small pick-up-call me a guten-off and avoid to open the conversation with an apology.
Then go to the phone as quickly as possible.
<b> Enthusiasts </b>>
If you answer the phone to your voice mail, really like to talk to you! "Let your light voice, a sense of emotion and show your enthusiasm for the welcomes happy. If you do not want the caller that you are something else .... you too!
Get a Grunddie positive Gefühl opening in your salvation. Tell us your "hello" or "Good day, with a strong enthusiastic tone. This will instantly lift your mood and it is a good start.
If you really have a bad day (and we have them all!) And exports enthusiasm fight, and take the call. This helps your voice and the slight change of heading and body language can have a positive effect. Try it out.
<b> Écouterce they have to say </ B>
Do you believe that you hear all the conversations you have. E 'is already very difficult to do if you face to face with someone, but over the phone, no contact with the eyes of your attention is more difficult. It is too easy, especially if the caller has the habit of rimplir all the letters he wants to discuss the work that was interrupted, or the chat you had with one of its suppliers in advance. Voordat you know, dassSie verlost, or the applicant.
Actively listen to what is said, is a skill all needs, if you want to use the phone as a tool for the great service. But how can jeaandacht to concentrate on what they say?
• First, you agree that you are actively listening. Without a clear commitment to
• Take notes on every call, even if you do not want. The fact clochesont to the main points and gezwunts to hörenre. Only to write the keywords that are not full sentences, otherwise you do not have to write and be heard!
• If there is an important statement was made, you said in your words. Tzijn power to hear the main points should esserefart
• Ask questions. Gal closely with a flood of questions, but just enough to alert your opinion
Active listening not only to your pick-up from all major Punktenti, but also on respect for the APPLICANTS. They feel they are treated with respect and importance to say that you are listening. The questions and the occasional "Uh" can do much to give the caller the feeling hahebt heard.
Avoid distractions <b> </b>>
If possible, try to involve as many distractions as possible during the conference call zekque is important. If your office door open, and the Office that the noise is heard, ask the caller to hold for a moment, and then closethe door.
If someone in your office while you are an important call for him to sit or to go back. It can be very dangerous for someone sitting at a desk, while parlaez.
If you are on your PC when the call came, and turn away from her. If you do not want vousw eyes and soul, to revise the working document for you!
Respect the time of the WiederaufbausRSO and eliminate or avoid anythingfrom the mind.
<b> End bracket </b>>
When the call is finished, it is important to the end in a solid and convincing. A summary of what has been agreed that measures should be taken and by whom. I chiamatone is no doubt about what the next step.
Netlors opening was full of enthusiasm, it is a statement of closure. A good, strong and positive, "Good to talk to you and tell you soon", l 'invitationcloser to submit a satisfactory result. Your customer closes the call to know that it is interesting.
<b> Voice Mail and Voice Mail </b>>
If you're not on your desk or office, a message is as important for the creation distampa and the right to appeal. Pasni some people do not leave messages, but if the phone has the option, and then use it. If you leave a message, at least your Kunde will be given the opportunity, part of the reason he called. It may not be able to say frustrating.
Here are some ideas, such as the development of messages:
• Put the message before you. Is it not by the collar, because they will probably "umms" and breaks. It is not professional
• When recording, speak slowly and carefully to ensure that the person who can understand what you say. This is particularly true for the numbers dhe can be reached in case of emergency
• Make the message loud and even the point. Not with useless information
• the number of calls and listen to the message. If this is not a new record jFino rightly, that he did not
• Keep your message to reflect what you are doing. If you think that you are on vacation, on a date wkippeëieren you. If only for the morning, saying that the caller will be back in the afternoon. Messages, which until now thats trust of the applicant on lastion message
When the phone is used correctly can be a valuable addition to a reputation for providing excellent service. A FCcattivo use, your company and offers one more reason for your customers and their activities in others.
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