she made her seem like a star

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Creating a Great Impression Over the telephone 1. Greet the customer enthusiastically. Place a smile on your face and inside your voice. Intentionally sound fun, interesting, friendly, and conversational. Whenever you do these simple things, you will find that you're quickly establishing rapport with callers which customers enjoy talking to you.

2. Listen without interrupting. It can be tempting to interrupt a rambler or storyteller, but try not to achieve this within the first couple of seconds. Listen patiently and let the customer tell you what's on her behalf mind. Of course, you can't let a long-winded caller get out of hand.

3. Respond with appropriate emotions. Be natural with your customers. When they're happy and also the situation calls for more energy, express this energy. If the situation calls for empathy, don't wallow in it like a stone, express empathy. When I was in car rental along with a customer would complain in regards to a breakdown in one in our car rentals, I'd quickly make an expression of empathy like: "I realize how frustrating this complete thing must be for you personally."

4. Make the customer feel smart/good. Yesterday I conducted a mysterious shopper call for a client and something of the customer service representatives did an outstanding job of creating the caller feel good. The "mystery shopper" was told to inquire about several redundant and "dumb" questions and she or he did that perfectly. At some point the customer service representative said, "You obviously worry about your health or you wouldn't have called today." That went over very well---instead of creating the caller seem like an idiot, she made her seem like a star!

5. Never run into annoyed, "interrupted", or irritated. Your job is to help and serve. As well as in your job you are going to hear many of the same thing again and again. Some customers will annoy you and also some of the comments you hear is going to be just outrageous. Try not to let it show. Give every caller your very best and sound patient, interested, friendly and helpful each time.

Master these five points at the outset of the phone call as well as your impression will be friendly, helpful, and memorable. Read on to find out ways to end the call on positive note.

Make probably the most of the last few seconds of the call--

1. Inquire if there's other things that you can do. Don't rush to finish the phone call. Make sure you've answered all of the customer's questions simply by asking, "Is there anything else I can do for you personally today?"

2. Express sincere appreciation for the call. One of my clients does an extraordinary job of this. Anytime and each time a person calls Accuvue Vision, they'll get a warm and sincere thank you for the phone call. Every representative will make the caller feel happy about calling with sincere phrases like: "I'm really glad you called us today." "Your feedback is definitely appreciated and i am so glad you're considering to share it around today." "Thanks a lot for taking time out of the day to call and tell us this."

Always end the call on the positive, upbeat note.

3. Give your caller hang up first. It's simply polite to let your caller hang up first. Generally, callers will hang up with 2-4 seconds from the last spoken word.

Never forget that the callers remember the first and also the last thing in a number of events disproportionate to anything else. Take full advantage of these critical touch points by adopting these steps.

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By: Monte Mccarty