What is
the importance of telephone attention?
We are on the cusp of the popularity of online commerce. Today, a large part
of the purchase and sale transactions are carried out without direct personal
contact between
buyer and seller.
On the other hand, in terms of commercial operations with stores per se, a majority maintains a preference for a direct
and personal conversation with a company representative
when having doubts or complaints.
What
should have the telephone attention be focused on personal contact?
If your goal is to offer a quality service where your clients
feel confident and lasting, you
cannot ignore personal contact. Because it is
a way not only to get closer to your consumers, it is also a strategy to keep
you informed about what they need, what they expect from your product/service to
work on it and improve it.
To achieve this, the telephone service must comply with a series of
guidelines that every representative must handle to provide optimal care:
Positive tone:
When answering a call, the assistant must smile as if facing the person on the other line. It may seem cliche, but
a smile can be heard over the phone. This will positively influence the
interaction and create a space for friendly exchange, and you will have to
use your vocal
conditions and
skills to achieve it.
Through the " telephone service course, " the
tools will be provided to employees to manage their range of speech, rhythm, and
general timbre. The average individual speaks at a rate of 130 to 150
words per minute, so the assistant must match that rate while speaking. A
very high pace suggests lightness and, at the same time, an authoritative
image, while a slow pace can appear hostile. The
middle ground is indicated in conjunction with a positive attitude
with a smile
on your face.
Clear pronunciation:
The ability to understand what another is to differentiate a
productive conversation from a stressful one. In the courses:
telephone attention, the employee will be trained so that, whenever he is on
the telephone, he can speak, enunciating, using simple words and phrases,
without using unnecessarily complex vocabulary. The last thing the call
center wants is to confuse the customer and make them feel inferior.
Sincerity:
Ideally, instruct
the employee to know what information to recite, such as company
name, personal name, and assistance, as soon as he answers the phone. If a
transferred call is received, the department name must be presented to give the
customer the appropriate information. Doing this will facilitate interaction
and trust with the customer.
The telephone service courses will help develop these skills to loosen
up and
give the client genuine responses positively, avoiding injecting any negativity
into the exchange. To do this, phrases such as "I don't know,"
or "I can't do that," or "give me a second" should be
avoided and indicate how long it will take to do a task.
Personalization:
After the customer gives his name, the employee should use it
naturally during the conversation, without
overdoing it and without being afraid to ask questions with the proper
pronunciation. Customers will appreciate these gestures because it
is personalized and close attention.
Satisfy:
It should be noted that the
assistant must be attentive and maintain the same tone throughout the call.
In this way, he will use the correct form even to end the rings,
making sure that the client has all the information he needs and has understood
the entire process that happened. during your call. A skill that
you can acquire thanks
to the courses:
customer service and
thus become a technician
in telephone service and management
On the other hand, as
an assistant, you should always show willingness, ask if there
is anything else you can help with, answer all final questions
to ensure complete understanding and satisfaction.
In addition, it is essential to add any information that the
client may need in the future. If he needs to call again, it is necessary to provide the appropriate hours and contact. To
end the interaction, the attendee should use friendly phrases such as
"have a nice day" or "nice talking to you."
Course
benefits: telephone service
Effective communication results in productive relationships
between the customer and your company. One of the essential requirements
to earn the loyalty of a buyer is to offer
high quality and effective customer service when they have
doubts or problems.
It is useless to offer an optimal product or service at a reasonable
price. If when delicate situations arise, your clients not only do not solve
them, but they end up worse than they were before consulting. An effective way
to solve this situation is with courses: attention telephone where the
necessary tools are acquired to deal cordially and effectively in any case.
It is an
excellent way to provide training to your team, which will allow your company to
increase its productivity,
in addition to extending
its range of mastery over its capabilities and advantages over your
competitors. Clients will always recognize when they
are treated with courtesy, care, consideration, and their problems are resolved in
the simplest way possible, what it leaves as a result: more
sales and prosperity.
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