Today, is Winning with Women Wednesday and MILSPRAY’s Business Development & Sales Technician, Caroline Smith would like to share with you five ways you can be more successful when interacting with your customers over the phone.
Where would a business be without customers? Hmmm…seems like a silly question, right?
The truth is no matter what kind of business, product or service…without customers – there is no business.
Here are the 5 things you must-do, to help keep your customers top of mind when engaging over the phone:
Communicate Effectively. It’s important to know when to listen and when to speak. One of the most common customer complaints is that they didn’t receive the answer they needed or they felt unimportant. Repeat the question back to the customer to make sure you’ve understood correctly and always assure the customer that you’ll do your best to provide a solution to the problem.
Show Compassion. Try to keep in mind that each situation is unique and how you handle the conversation can make a huge difference in the outcome. If the customer is upset, empathize with them to gain the necessary perception in order to find a solution that is satisfying to both parties.
Be Confident. If you sound confident in your conversation and solution then that confidence is then transferred to the customer and they will have a sense of trust in your ability to handle their problem.
Stay Calm. Always try to manage your emotions and keep things in perspective. Disgruntled and confused customers can be difficult to handle but if you keep a calm composure, most customers feel more respected and will be open to discussing a solution for their problem.
Remain Customer Centric. Know your product and/or services…inside, outside and upside down! Stay informed of new innovations within the company so that you are able to provide your customer with the best offers and solutions.
Caroline Smith is a Business Development & Sales Technician here at MILSPRAY. She has been with MILSPRAY since 2008 and has worked various roles within the organization. As the key point of contact for Customer Service, she has become one of the “Wonder-Women” for all things MILSPRAY! Her prior roles include: Receptionist, Accounting, Travel Coordinator, Marketing Assistant, Business Development and Customer Service.