"How can money be the root of all evil, when shopping is the cure for all sadness..." Elizabeth Taylor
In today's high-tech world, the one communication tool that remains a constant is the telephone. Using the telephone competently and courteously is essential to customer and client satisfaction. Poor telephone etiquette can have a disastrous effect on your telephone customer service - and bottom line.
Here are some tips for providing excellent customer service:
Preparation: Have a fair idea of what you are going to say in advance of your telephone call. Have a mental script you can fall back on if the conversation wanders.
Introduction: When we meet people face to face we often introduce ourselves with a handshake. On the phone we must do this verbally by greeting the customer with genuine warmth.
We all know that a positive tone and language are highly important when it comes to good customer service, but many retailers still use phrases that may give the wrong image and negatively impact our customers' shopping experience.
The following phrases used in a customer service setting can kill a sale and possibly lose a customer.
Here are some sayings retailers should avoid:
1. I Don't Know
Customers don't expect retailers to know everything, but when it comes to answering a product question or other enquiry, they do expect the salesperson to be confident enough in their knowledge of the business to provide an answer.
Better: "That's a good question. Let me find out for you."