Tag Archives: Think abouts

BLOG – SIKORSKI’S THINK ABOUTS – TELEPHONE DO’S and DON’TS

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Suggest discussing these at your next staff meetings . . .

  • DON’T make a business call unless there is a good reason for it
  • If you dial a wrong number, DO make a sincere apology instead of just hanging up
  • DO think about your diction and the quality of your voice when you begin to speak over the telephone
  • DO get to the point on a business call and be brief – most of us do not have the time to chit-chat
  • DON’T remain totally silent when the other person continues to speak.  Make some type of conversational response, even if it is “yes” or “I agree”
  • DON’T eat, drink or chew gum while on the telephone – sounds are magnified and it may subliminally tell the caller you are not paying attention
  • When you are talking on the telephone, DO give the caller your full attention
  • DON’T make side remarks to a co-worker when you are on the telephone with a customer
  • When you have a visitor in your cube or office, DON’T take any calls unless they are genuinely urgent
  • When you have a visitor in your cube or office, DON’T continue to look at your monitor for emails or your cell for emails or texts
  • If you are visiting someone in their cube or office and an urgent call interrupts them, DO offer to leave
  • DON’T cough or clear your throat on the telephone
  • DO end your conversations on a pleasant note
  • When transferring calls, DO give the caller an explanation as to why and the name of the person and extension you are transferring to

This week’s question for your employees – What should we add to this list?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

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BLOG – SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #9 – DEALING WITH ANGRY/IRATE CUSTOMERS

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Here is the 9th of my series on “Back to Telephone Basics” to share with your staff.

First, be sure your Supervisors “floor walk” as much as possible to really get a sense of what is happening in your center.

Yes, sometimes your customers get angry and perhaps use foul language; however, management must research WHY and correct the process or issue(s) as soon as possible.

Tips for Your Staff

  • ŸListen and do not jump to conclusions
  • ŸBe encouraging
  • ŸShow the caller you are paying attention
  • ŸPay attention to everything that is said NOT just the information you are looking for
  • ŸNotice what is not said
  • ŸFocus on what the caller is saying NOT on what you are going to say next
  • ŸTake notes on key words
  • ŸLet the caller talk

Steps to Prevent Customer Dissatisfaction

  • Anticipate their needs
  • Take the initiative to solve problems
  • Do your job carefully the first time
  • Keep your promises

This week’s question for your employees – What made our customers angry this week and what can we do to fix it?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #8 = CUSTOMER SERVICE

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Here is the 8th of my series on “Back to Telephone Basics” to share with your staff.

Why do customers leave:

  • 1%      Die (Sadly)
  • 3%      Move Away
  • 14%    Competition
  • 14%    Product Dissatisfaction
  •  68%   Indifferent Attitude

It is important to know that “Complaints Can Be Profitable” and you hope that your customers will complain and not be indifferent.  95% will not complain and the remainder get MAD or get EVEN.

Customers that get MAD

  • ŸAre 2 times as likely to buy again if they speak up
  • ŸAre 6 times as likely to buy again if their problems are solved
  • ŸAre 9 times as likely to buy again if their problems are solved quickly and professionally

Customers that get EVEN

  • ŸAre UNHAPPY and will tell 10 to 12 others about it

Today if your customers use Social Media to complain they can reach over 150,000 with a few clicks!

Customer Service (CS) is what you do for your customers at a specific time to help with an issue

  • ŸPoor CS almost guarantees that the next time your customer has a need, they’ll look elsewhere

Customer Experience (CX) is how your customers feel (the warm and fuzzy) about your Services and Products

  • ŸReally helping customers and delivering a positive experience will create customer loyalty
  • ŸIt costs 7 times more to attract a new customer than to retain an existing customer

This week’s question for your employees – Did our customers complain this week and if so, about what?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

Blog Sikorski’s Think Abouts – Voice Channel: Power talk for results – Back to telephone basics #6

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Here is the 6th of my series on “Back to Telephone Basics” to share with your staff.

Use your personality . . .

  • Move forward in your chair
  • Your voice will sound more animated, natural and interesting

Seek a rapport with your caller . . .

  • Listen for speech patterns
  • Use similar words

Use positive and direct language . . .

  • Don’t say – “I will try to call you later this week”
  • Instead say – “I will call you Monday morning at 11:30”
  • Don’t say – “We cannot get that to you until Friday”
  • Instead say – I can confirm a Friday afternoon delivery between 2 and 3pm”

Be concise . . .

  • Respect the caller’s time and your own
  • Be ready to take the call
  • Stay focused

This week’s question for your employees – What do you wish you could do for our customers?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

Blog Sikorski’s Think Abouts – Voice Channel: Phrases for your staff to “Control The Call” Back to Telephone Basics #5

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Here is the 5th of my series on “Back to Telephone Basics” to share with your staff.

We all need to choose our words carefully when speaking especially to our customers.  Some words can turn them off instantly.

Don’t say – “You have to…”  A customer’s natural response could  be “I am the customer, I don’t have to…”

Instead say – “(customer’s name) would you please”

Don’t say – “I’ll try…”  This approach is non-committal and makes customers think you are giving them the brush off

Instead say – “I will have to find out and call you back (customer’s name)…”

Don’t say – “But…”  This often negates everything that you said before using this word

Instead say – “However,…” This word offers a smoother transition to new alternatives and options

Don’t say – “It is against our policy…” Customers just may reach the boiling point and start yelling when you retreat to this phrase

Instead say – “It is our procedure not to…”

This week’s question for your employees – What do you wish you could do to help our customers?

Thank you reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

www.laurasikorski.com

Lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: Back to Telephone Basics for your staff #4

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Here is the 4th of my series on “Back to Telephone Basics” to share with your staff.

Always LISTEN for the caller’s name and use it during your call.

Next, you need to begin to “control the call” to keep the caller focused on what you both need to complete the interaction.

Use polite conversation and if you have to interrupt, say you are sorry.

You should gently interrupt the caller, then paraphrase the essential points the caller was making.  Yes, sometimes callers become too chatty, begin providing irrelevant information or repeat themselves and it is your responsibility to help them stay on point.

Never make loud noises, cough into you handset or headset mic and always be sure the caller has disconnected before making any type of sounds or comments to your co-workers.

If you need to discuss a situation with a co-worker, use the HOLD button.  Do not just cover the handset or mic.

Next week, we will focus on the words and phrases that will help you “control the call.”

This week’s question for your employees – What do customers find confusing about our policies?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

www.laurasikorski.com

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – Voice Channel: Back to Telephone Basics for your staff #3 “DO I…”

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Here is the 3rd of my series on “Back to Telephone Basics” to share with your staff.

  • Do I “put a smile” in my voice
  • Do I make it a point of never sounding impatient
  • Do I speak slowly and distinctly
  • Do I always identify myself early in the call
  • Do I keep calm, even when dealing with an angry customer
  • Do I maintain a friendly yet professional tone of voice
  • Do I convey a feeling that the customer is always right
  • Do I keep my telephone voice from sounding routine, even though I answer the same questions dozens of times a day
  • Do I end my conversations in a positive way

This week’s question for your employees – What do customers NOT LIKE about our company?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski

Independent Call Center Consultant

http://Laurasikorski.com

lsikorski@laurasikorski.com