Telesalestips for the week 07-06-99

Customer Service

How to do excellent customer service

To provide great customer service requires great people. Customer
service people should be intelligent, energetic, enthusiastic, healthy, of
good character and a history of success. Customer service people should
be able to give exactly what customers ask for, even more without
hesitation. It is all about giving the customers the opportunity to
express themselves those desires which they like or interested to have
and making those desires happen.

Providing quality customer service starts with understanding and
knowledge as much about your customer as possible.  By understanding
your customers help you to define specifically the service you provide
and teach you to get to know the customer better. By checking regularly
with customers and providing as much as information as possible will
definitely raise the quality of customer service. By being clear, concise
and realistic you are defining what you want your service image to be.
This is where true quality customer service begins.

Attributes of Successful Customer Service people
1.Punctuality
2.Flexibility
3.Communication
4.Guidance
5.Attentiveness or listening skills
6.Selling Skills
7.Excellent Vocabulary
8.A genuine understanding and liking of people.

Customers rely on your assistance. So you need excellent product
knowledge. The information you pass on to the customer should be 100%
accurate. Never exaggerate. Always be true and honest.

Selling is an integral part of service. Whether it is selling products
or selling service. The main function of service is to
cultivate, facilitate and accumulate sales. So selling skills play an
active role in Customer Service. Every one in your Organisation should
be an excellent sales person.

Don't look at Customers as people who make a purchase and then disappear
for ever.  Do everything in your power to make the first dealing with
you and every subsequent one as pleasant as possible. If you do they
will come back. If you need to be motivated, think about all the money
that customer could spend with you in the course of a life time.

Qualities needed for Customer Service

1.Always welcome complaints. Without them you can't improve. You always learn from complaints.
2.Customer must always be respected and treated accordingly.
3.You should do everything to make your upset customers satisfied and happy with your service.
4.Respond quickly to all customer problem.
5.Ability to show compassion or empathy.
6.Always be in control.
7.Able to control one's feelings and emotions.
8.You should make right decision.
9.You should create and maintain a positive attitude.
10.Always keep your promise.
11.Be polite with customers if you are polite customers will be polite in return that makes it lot easier to get the work done right.

Points to remember

Ask open ended questions and listen attentively. Concentrate 100% on the
customer.80% of inexperienced people are always in a hurry to get to the
next question that they fail to hear the customer's response. Listen
attentively to each answer. Often an answer will determine the next
question. If you haven't got enough information say 'Can you be more
specific'

Telephone tips
1.Answer your phone promptly.
2.Identify yourself and your company immediately.
3.Be friendly
4.Wear a smile always.
5.Have all your necessary resources ready.
6.Call the customer by name. A person's name is magic.
7.Don't interrupt your customer.
8.Get as much information as possible.
9. Speak clearly.Develop good verbal and written skills.
10.Excellent product knowledge.
11.Be accurate and specific
12.Be easy to deal with.
13.Never put your customer on hold for a long time.
14.Hang up gently.

Sales Thought of the week

Success is achieved by people with extreme presistence.  W.saga.

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