graeinler
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10:08:38 am on August 21, 2008 | # |
Often, how you say something is as important as what you actually say. Here area few tips for conveying information in a positive manner:
1. First impresions are very important; make sure you come across as being awake, lively and ready to help. A smile can change your whole tone.
2. “Delighting” customers may sound extreme, but this philosophy goes a long way toward s customer satisfaction. It doesn’t mean going overboard by pouring on the sugary-sweet, it just means we’re not content to strive towards simply satisfying our customers.
3. Charm the customers. Use your natural charisma to win them over. Setting the tone at the beginning of the interaction can help later if it’s necessary to deliver bad news.
4. We should never tell a customer what to do. Our job is to offer them options we offer and let them make a choice.
5. Enunciate clearly while on the phone. Customers will have a much better experience if we make sure to speak clearly. Phone communications can often be frustrating because of static or background noise; don’t make it worse by mumbling. Clearly enunciating also gives the customer more confidence in resolving their issue.
6. After providing remarkable customer service, don’t fizzle out at the end of the interaction. Surprise the customer with an “ending booster”.