If your customers are not impressed by you or your co-workers on the telephone, they can switch businesses by merely hanging-up and dialing the competition. So, your telephone skills can have a significant impact on your business and your career.
How are you and your co-workers perceived by your customers? Today’s technology allows your business to handle more customer service calls than ever before. But when your staff lack call management skills, the only thing you get from all that technology is the ability to serve more people poorly. That means losing customers and profits.
- Appropriate greetings and endings;
- Gathering information;
- Listening skills;
- Dealing with difficult callers;
- Voice matching and pacing;
- Telephone etiquette;
- Things to avoid when on the phone