It is Time for Exorcise! Phone Skills

This is from The “Customer Service Advantage”


A survet shows one in three customers are happy after hanging up.


It might be time to brush up on your phone skills.
Reason: Only 32% of customers had a positive experience when calling Customer Service recently, a Huffington Post survey found.

Build rapport, give the right answer:

Customers complained they either didn’t get the right answer or the person they talked to wasn’t friendly.
Both issues can be resolved with a little training.
For product or service training, ask the people who develop them to visit your area. Have the service pros make a list of questions they hear the most and ask the experts how they’d respond.

For soft skill training, ask your people to share their best rapport building statement. Compile a list and post it near everyone desk.

Source: Relationship Marketing Insights.

Post note we have funny quotes on the wall that we have made or heard, but how about adding the positive quotes we get and give to our clients. Does sales have any key lines of conversation that help build rapport and trust? How about Client services, They deal with upset people on a regular basis They could help with what works with smoothing feather after the disaster strikes!