Dealing with customers over the telephone, Customer Service Tips to Save the Sale

Telephone Handling

As we deal with customers over the telephone, we need to remember that:

Telephone Etiquette or call Handling

• It is a substitute for face-to-face conversations. Therefore we need to work at finding ways to compensate for what we are missing out on:

• we cannot see facial expressions, manners, reactions

• we cannot see what the other person is doing

• we cannot lip-read what the other person is saying

• we cannot use illustrations to help them understand

• Answering the phone professionally

• Answer the phone within 3 rings

• Use the four answering courtesies:

• Greet the caller

• State your organization (or department)

• Introduce yourself

• Offer your help

• Show enthusiasm when you answer. Help make the caller feel welcome

• Use friendly phrases as part of your greeting.

• ―Thanks for calling.”

• “May I help you?”

• Remember to smile as you pick up the receiver. 

Closing the conversation

1. Thank the caller.

2. Let the caller know you appreciate his/her business.

3. Provide assurance that any promises will be fulfilled.

4. Leave the caller with a positive feeling

• Some courteous closing statement examples:

• “Thank you for calling. We appreciate your business “

• “Thanks for your order.”

• “Feel free to call us anytime.”

• “I’m glad we were able to help.”

• “Goodbye and thanks for calling.”

• “I enjoyed talking with you.”

• “If you have any additional questions please call me.”

What to do when you have to place customers on hold:

• Ask them if you can place them on hold.

• Tell them how long they will be on hold.

• Assure them that you will be working for them while they are on hold (tell them what you will be doing away from the phone).

• Wait for their response.

• When you get back to them, thank them for holding.

Dealing with the Disgruntled Customer Service Tips to Save the Sale

• Stay Calm and Remember It's Not Personal

1. Listen carefully to what the customer has to say, and let them finish.

2. Ask questions in a caring and concerned manner.

3. Understand the customer’s issue completely

4. Don’t be defensive

5. Apologize without blaming and empathize

6. Ask the customer, "What would be an acceptable solution to you?―

7. Solve the problem, or find someone who can solve it— quickly!

• Resolve Their Problem, Not Yours

• Contain the problem

• Explain the company’s desire to improve

• Follow Up with a short Turn Around Time

• Educate your customer

• Satisfy the Customer

• Acknowledge the Customer

• Reward the Customer

• Follow Up with the Customer even after the closure of the issue

o Send personalized mailings

o Invite them to special in-store events as a VIP shopper

o Ask about their family or events in their life

• Learn From Mistakes

• Recover