Getting customers over the phone
Have you ever wondered where your customers go? In a survey conducted by the Center for International Consumer Research, people listed the following reasons for being a ‘regular’ customer:
1 percent died (makes you wonder how they reacted)
3 percent moved
5 percent said friendship
percent said there was 9 competition 14 percent of
percent are dissatisfied with the product
68 percent reported poor employee attitudes
How often do you think employee attitudes are communicated over the phone? The phone is often the first and only place people communicate with your family. To turn new callers into repeat customers, make sure the experience is the best you and your agents can offer.
Smile when you answer the phone. Even if your hair is on fire or the last caller is laughing at you, take a moment to put a smile on your face and in your voice. Believe it or not, people can hear you laughing on the phone.
Answer the phone on the first ring, but definitely on the third ring at the latest. If people have to wait when it rings four to five times, they’ll start to think you’re closed that day, bankrupt, or don’t care. We live in a world where instant gratification is expected. Make sure you meet your customers’ expectations.