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Overall impression of a person is the gross of all what he/she is. This is the picture which comes immediately to our senses and our feelings towards them. It is a culmination of physical, emotional, intellectual, social and spiritual aspects of that person.
By kindly talking with happy voice and listen carefuly for commond.
* Communicating with Customers:
86% of communication over the phone comes from tone of voice – use your voice effectively through the way you use inflection, pace and volume. Smile when you’re on the phone – this has a physiological affect (smiling raises the soft palate at the back of the mouth and makes the sound waves more fluid, affecting the tone of your voice). Sit up straight and avoid distractions.
1. When a customer complains – listen to the whole story, let them ‘vent’ – they won’t be interested in anything you have to say until they have!
2. Most people assume that when a customer is obviously upset that the response should be low key, calm and measured but the customer will often respond better if you also show your concern by matching their intensity. Show your concern through your voice.
3. Use inflection to show interest and concern
4. Adapt the volume of your voice to get the customer’s attention
5. Adjust the rate of your speech to match that of the customer (pace)
6. Adjust intensity to match the pace of the customer
7. Always show your concern and a genuine wish to help them with their problem. Apologise - this need not mean that you will be accepting liability - rather you are genuinely sorry they have had a problem..
8. Tell the customer what action you intend to take and keep them informed throughout
9. Take ownership for making sure the matter is progressed
10. Avoid passing people around and if you can’t deal with a problem, make sure that it is taken up by the right person
11. Build trust – if you say you will do something, do it. Keep to deadlines, ring back when you say you will, keep people informed. Always be sincere and honest.
12. Don’t take customer complaints personally - it is usually the situation that has upset them, you are listening to someone in an 'attacking mode'
13. Be professional and flexible when trying to meet customer needs but don’t agree to unrealistic expectations you can’t fulfil
Getting the first name of the customer and constantly mentioning it during the course of the conversation. This creates a somewhat personal connection between you and the customer making the customer more comfortable in discussing what he or she requires. It would be also a good practise to listen first what cusomers want the reply in a very mild tone of voice,
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