"What is understandable about a language is not the word itself, but the tone, strength, modulation, the pace with which a number of words are being spoken - in short, the music behind the words, the bias behind the music , the personality behind this bias . Everything that cannot be written. "
What your customers expect from service on phone:
- 88% consider the behavior of the person doing customer service on the phone as very important
- 85 % expect high motivation from the one doing customer service on the phone
- 80% connect service on the phone with company's image
- 78% overall satisfaction derives from behavior and service on the phone
- 60% increase their requirements to service culture on the phone
- 55% threaten to change the supplier or reject the order when customer service on the phone is poor
5 principles for successful sales and service on the phone:
1. End the conversation in an impressive way: in each service the end is more important, because the conclusion of a conversation stays longer in the memory of the client.
2 . Make sure that "bad " news are quickly forgotten; the client wants to be informed in advance about bad events or bad outcomes, not to face them in the end.
3 . Serve what is pleasant in portions, summarize the unpleasant. Customers remember longer the conversation / events only when they are distributed in smaller portions. That’s why, sum up the unpleasant things and present pleasant experience in more portions.
4 . Reinforce the commitment of the customer with opportunities to make choices. Customers become more susceptible and feel bound in a process when they feel they can participate in decision making or they have the right to choose.
5 . Suggest rituals and stick to them. Defined, repetitive and familiar happenings of processes give your customers a sense of security, order and meaning.