Top Nine Telephone Basics
Phone skills are an important part of the job. The way you handle your phone is as important as a face-to-face meeting. So take the time to go over some of these basics. Here is a phone skills list from Step Hyken, a professional speaker and author specializing in customer service and customer relations. 1. […]
Keep Loyal Customers Satisfied with Personalized Service
While it is important for you to be personable with every customer, your repeat customers deserve service that goes beyond simple courtesies. You should make a serious effort not only to get to know your loyal customers, but also to understand and anticipate their needs and let them know you value them as an asset […]
Write A Thank-You Note When You Lose the Sale
Anybody can remember to write a thank-you letter to a customer after a successful sale or referral. When else should you say thanks? After a final refusal, or when the customer decides to buy from a competitor. A brief, polite, handwritten note thanking a prospect for his or her time and consideration is one of […]
Battle the Three Primary Reasons Customers Defect
In the fight for new customers, what is your company doing to retain those you already have? Probably not enough. Increase customer retention by addressing the three reasons most customers stop doing business with a particular company: Value discrepancy. This means that you’re not delivering what customers think their money is worth. It includes such […]
Powerful Telephone Skills
Be precise with clients. Avoid these murky statements when talking with customers: “I’ll rush the order.” Better: “I’ll overnight it today.” “We’re working on it.” Better: “I’ve asked our delivery manager to schedule it for…” “I’ll call you back.” Better: “I’ll call you by…” “You’ll have it soon.” Better: “You’ll have it by…”
