Employees who don't listen to what the customer is saying.
Employees who ignore customers completely.
Employees who don't follow up or follow through.
Employees who ask too many questions.
Tell them the solutions your product/service offers to their problems
Match their tone and rate of speech
Make Eye contact
Put the customer on hold and ask a colleague or supervisor.
Tell them you do not know the answer.
Tell them to call back later
Because smiling has a positive effect on the inflection in your voice
Because it releases stress and helps you focus
Because you are having a bad day
Because the person on the other end of the line can tell that you are smiling
Call your supervisor and leave a voice mail message if they do not answer telling them when you expect to be in
Email your supervisor with the time you expect to be in
Call your supervisor and leave a voice mail message if they do not answer with the time you expect to be in. Follow up your call with an email to your supervisor or to the office manager.
Ask the customer to calm down and let you assist them properly. Disconnect the call if they do not comply.
Ask the customer once to refrain from using profanity and let them know you will have to disconnect the call if they do not. Disconnect the call if they do not comply.
Just be quiet and let them get it out of their system
Start using profanity back at them!
Thank them for their time and hang up
Ask questions to identify what is keeping customer from moving forward
Put the customer on the Do Not Call list and dial the next number
I'm not sure, is it okay to ask the customer why they are not interested?
Make small talk helping the customer to stay on the line
Sound like you are reading from a script
Make your conversation natural and match the callers voice
Speak loudly and clearly so you can be heard
Get to know them and all their family members, including the dog.
Ask the customer a lot of questions about their likes and dislikes.
Listen carefully to the customer's responses and ask specific questions.
Tell the customer how great you are, how great the company and how great your product is.
Matching their tone and pace
Laughing and trying to joke about their problem
Speaking slowly, calmly and deliberately
Interrupting them to say you already understand the problem and will get it fixed
Internet Explorer, Mozilla Firefox
Microsoft Word, Adobe Reader
Microsoft Outlook, Java
My Documents, Adobe Reader
"So if I understand correctly...."
Using terms like "I see" or "Go on"
Taking notes to use throughout the call
Interrupting the customer to tell them more about the program or product
Choice of words
Tone of voice
Passion for the job
Standardized, More Work, Active, Reason, Trying
Successful, Motivated, Ability, Reliable, Targeted
Specific, Measurable, Achievable, Relevant, Time Bound
Specific, Monetary, Active, Realistic, Tested
Clearly ethical (the right thing to do)
Clearly unethical (the wrong thing to do)
Not a big deal if it doesn't happen all the time
Not obviously ethical but maybe not really unethical either
Completely valid if you didn't know
Clearly not taking ownership
Depends on who you are talking to
Being happy all the time
Seeing effort as important to the process
Reaching for higher goals
Being motivated by the success of others
Learning from the feedback of others
An open ended question is much longer than a closed-ended question.
An open ended question cannot be answered with a "Yes" or "No"
An open ended question doesn't give the customer a chance to respond before you continue.
An open ended question allows the other party to take control of the conversation.