Telephone group project
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  • 3 rd . When your customers tell other business good things about your business, you may then get more business. All because of your good customer service one the phone

Transcript

  • 1. CUSTOMER SERVICE
    • The ability to supply your customers with their wants and needs.
    • Good customer service will bring back customers
    • Those customers may tell other business about you
  • 2. HANDLING UPSET CALLERS
    • Use the ASAP Technique
      • Acknowledge
      • Sympathize
      • Accept
      • Prepare to help
    • Don’t make up excuses
    • Don’t let the caller upset you.
  • 3. TELEPHONE MESSAGES
    • What to remember
      • Keep paper and pen close
      • Write down the caller's name, phone number and company
      • Make sure you write down the important information
  • 4. TELEPHONE MESSAGES
    • When talking to a caller
      • Talk in a friendly voice
      • Tell them who they are calling for is unavailable
      • Ask if they want you to take a message
      • Tell them when they can expect who they are looking for might call them back
  • 5. SCREENING PHONE CALLS
    • When Screening a Call
      • Ask who is calling
      • Where they are from
      • Why they are calling
    • Call who the caller wants to talk to
      • Tell them the information about the caller
      • Ask if they want to talk to them
  • 6. HANDLING INDECISIVE CALLERS
    • Don’t get irritated and remain patient
    • Ask questions that can be answered with yes or no
    • When telling the caller options, don’t give them more than three