Summary : In the twenty-first century to live . Do you know how your employees answer calls in your company have? How to answer phone is always important , however, some companies no effort to train customs staff to answer the phone , do not show . This neglect often results in more than a failure in business, loss of opportunity for new customers and will not hurt .
In this article we try to those most adversely affect the telephone business , be noted . Based on these experiences, the Institute " doctor calls " located in the central part of the city, " San Luis " in the past two decades , this organization has achieved .
Before addressing these issues is important to note that nearly 94 percent of the clients way of answering machine ( answering machine ) and even sometimes Namhtrmanh very poor readers.
The following 10 cases of malicious responses in telemarketing are mentioned , but the answer is "no ! Not hold the phone ," This kind of response is placed in the categories . Remember to observe the courtesy to answer the phone , as well as comply with other ethical dramatically public opinion towards you will change . Moral character as it allows you to behave with others . So if you want to maintain and increase their customer , you can tell your employees , customers avoid the following response :
1 ) It is not our policy ;
You are judging customer dissatisfaction against the policy of how an institution can be justified? This can be at any stage of the business knowledge necessary to put the customer's discretion .
2 ) is beyond the scope of my authority or I do not ;
To do this you first call she received from a client , then check with the manager about the issue and then at the earliest solutions to call customer .
3 ) may be a better time to call ? I absolutely do not have time ;
This sentence can cause severe trade deficit . But the staff than you think it will .do not do it .
4 ) My computer is disabled or are having problems with our servers .
In fact, this problem is not only difficult but also a reason to suspend service to customers is not . What business without the supervision of knowledgeable people , takes its way ..
5 ) Did not receive my message ?
Today, with the progress of technology and the devices that can display these messages , it is not possible. It also can not pretend it does not exist when the message was responding to a message . If you can not reply to messages in a timely and courteous , the most deserving of an apology . But talking of the message has never been sent , it is highly improbable because the system displays a message View all messages .
6 ) Before contacting you , I was waiting to get more information .
It is just as clear excuse . Everyone knows that this is also a way to mislead the customer. If your intention is to actually gather more information , check email or voice message will be sent immediately about the person . This is what the more experienced members will accomplish it . However, if you wish to avoid answering personal creativity in the work place is to spend more .
7 ) hello " pet " or "poison" or " Morgan " or " Tyler " There currently are ?
" Chris Tsyr " (chris Tessier) Director of Public Relations " Pytny Bose " Stanford says : " Today, common names between men and women has increased . " Poison " the short name" Samantha "is. , If you have the wrong personhave a thorough investigation about him . task to do well in order to confidently use the full name of the individual . "
8 ) Wait a moment to share your voice on the speaker phone .
Such as keyboard phone waiting for it to get permission from the client . In addition, never did not understand that if someone is eavesdropping on your conversation or not?
9 ) I am sure that he will contact you .
The others do not say I never believe that it is only done to show loyalty and good service . You just have to be loyal to the person concerned about the message , not who can promise about his contacts with the customer . Engage the attention of others to the message you have nothing to do with the client . Because if someone does not make contact with the customer , the customer , you have disappointed any of our services . Perhaps he can provide that cause suffering .
10 ) Right now my return from the funeral ceremony .
I never thought that the expression of the tragic events of others is necessary. But I have experienced it themselves . One day I contacted an online store to buy , but they need to be made up to 3 weeks later I did not supply . After contacting the owner of the store again , the first sentence of the language he heard was " involved in the burial ceremony were the store manager ," and a few moments later continued, " All of my funeral rites to come back " My impression of the issue was that she was all my sympathy but forget that I am a customer .