Phone Etiquette | How to Handle Calls Professionally In business, phone etiquette is extremely important and can have a major impact on customer retention and acquisition. Here’s how to handle calls professionally. Consider the way you personally answer telephone calls each day. It certainly would not be
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What is Exceptional Customer Service and How to Provide It What is exceptional customer service? And does your company provide it? Check out our tips for delivering superior customer service. As a business owner, you have so many things to focus on. It’s no surprise that for
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Handling a disgruntled customer is not an easy job. Unfortunately, the employees at call centers have to do this job multiple times a day and until they develop expertise in this area, they remain vulnerable to negative experiences that may impact their morale as well as motivation levels. Bad words spread faster than good words. An angry customer is more likely to share his experiences with a bigger audience compared to a happy customer who may probably discuss about his experience with a small group of four or five people.
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When you have an objective to create strong, long-term customer relationships, you have to do more than just delivering a service. Building a loyal customer base requires some effort, but you will find your journey most interesting as you learn to combat the challenges and make your way to success.
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Customer service is all about being patient, having thick skin, and demonstrating high levels of problem solving skills. It is your prime responsibility to deliver proper training to your customer service representatives in order to help them perform better and manage stress. If you invest your time and energy in building a great customer service team, you will help the company save costs that it may incur from high turnovers and rehiring.
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When your customer comes up with questions that require you to do some research or connect to another executive who probably has answers to those questions, you are left with no other alternative than to put your customer on-hold till you are able to get back to him with the information he needs. While this may act as an opportunity for you to provide your client with the information that he is looking for, it may produce negative consequences as well. Who would appreciate a seemingly endless period of silence? Chances are that your customer may get a feel of uncertainty and may develop a negative impression about you and your company.
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Bad words spread more rapidly than good words. A customer who develops a negative impression about your company’s customer service standard is more likely to talk more about it compared to a customer who feels good about your service. However, if you still try to rectify a negative situation, your customers may forgive you and you may get another opportunity to serve them. With phone being one of the frequently-used media for client-communication, you may want to know how you can enrich your customer service standard over phone.
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With the growth of Internet giants and exponential organizations that use exponential technologies to promote drastic growth, small businesses may seem to face the risk of being wiped out from the highly-competitive business landscape. The business world may evolve to assume modern and advanced makeovers at different stages, however, there is one fundamental factor that will remain constant and continue to shape the future of a business. The truth is that your small business is just as competitive as it was 15 years ago- if you have been maintaining an exceptional level of customer service and trying out innovative ideas to give pleasant surprises to your customers from time to time.
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No matter how grand your company’s offerings are and how brilliant your staff is, your customers are more likely to evaluate your company on the basis of the direct interactions they have with your company’s customer service executives. In simple terms, your customer service team is the face of your company and your relationship with your customers is defined by the quality of the support your customers receive from your team.
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Most businesses underestimate the power of communications and customer service. For many, it ends with a website and phone number during working hours. However, a good answering service that can take calls around-the-clock is integral to your long-term communication plan.
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