Are You the Culprit for Your Customer’s Anger?
Customers from Hell don’t start out as monsters. Something happens that makes them go ballistic. That “something” is often you. Customers have expectations about how they ought to be treated. If the treatment doesn’t measure up, they become agitated. To reduce your...
Make a Great Impression on the Phone
For many of us, the telephone is our primary vehicle for doing business. Since people make instantaneous decisions about our competence and confidence, often within the first thirty seconds, it is critical to remember the importance of making a good first impression....
When the Going Gets Tough with the Customer
Picture that you have answered the phone and the caller begins with a raised voice. Without any seeming provocation, the person on the other end of the line starts making threatening statements and even swearing. How do you defend yourself against this mad, out of...
First Impressions Are Everything
For many of us, the telephone is our primary vehicle for doing business. Since people make instantaneous decisions about our competence and confidence, often within the first thirty seconds, it is critical to remember the importance of making a good first impression....
How to Get the Long Winded Customer Off the Phone
Have you ever wanted to say to a caller, “Hey, let’s move this along?” Sometimes, it seems like our customers will never end the call. If there are calls in the cue, long-winded customers can make our lives very stressful. To manage calls more efficiently, pay...
Don’t Use That Tone of Voice on Me!
There are a lot of reasons why I hate calling Customer Support. It doesn’t matter what company. The issues remain the same. If I had a wish list, these are the things I would like to see changed- immediately! The first thing that bugs me is long waits with a message...
Gaining Trust with a Global Team
In the old days, managers saw their direct reports daily. They may even have eaten lunch with them or been on the same company bowling team. However, today, managers often oversee people around the globe, in places as far away as India, Kuwait or Korea. The days of...
How to Understand Your Customer
Customers today are a lot more demanding and a lot savvier than they used to be. They know they have many choices. They are often in a hurry, confused, multi-tasking or have English as a second language. When they get you on the phone, their expectation is that you...- Avoiding Peak Period Blues
In any call center organization, there are peak times when we are very busy and times when we are very slow. When it is hectic, it is easy to feel overwhelmed. Don’t despair. There are some things that you can do as a manager that will help you survive. Start by preparing your reps weeks […]
- What Counts in Exceeding Customer Expectations
Jake was a supervisor of a call center for a large telecommunications company. He had worked for the company for four years when a consultant with Impact Communications coached the inside sales team and their supervisors. One of the things Jake religiously preached to his reps was the importance of exceeding customer expectations. Yet, when […]
- How to Sell Like a CEO, When You’re Not!
Carly Fiorina was CEO of the Hewlett Packard organization for over 5 years. Fiorina was a charismatic leader and was extremely successful in rallying the board around her ideas and her strategies. Despite several missed profit expectations and an 8% drop in stock value in 2004, the board continued to be committed and sold on […]
Recent Post Comments