Hanging up from a customer service call while a customer is still unhappy about the conversation is the worst way to end things. Unhappy customers can have a variety of reasons for why they are dissatisfied. They could be having a bad day, have unrealistic expectations or sometimes just have negative dispositions. Still, we must admit that there are times when a customer has legitimate reasons for being upset. So, no matter what the cause of their unhappiness, they are your customers, and it is important to rekindle that positive feeling they had about your company.
Here are 5 ways to help resolve customer complaints.
1. Listen to the customer: Allow the customer explain what the issue is. Don’t interrupt. This is the customer’s opportunity to tell the story and feel heard.
2. Thank the customer: Let the customer know that you appreciate the problem being brought to your attention. If you don’t know about a problem, then it can’t be solved. In the end, this situation helps the both of you.
3. Give an apology: Give the customer a sincere apology for the negative experience and the way it made the customer feel. This lets the customer know that you care and don’t wish for this situation to occur again.
4. Find a solution: Ask the customer what solution they see in this situation. Then, come to an agreement for the resolution and act on it immediately. You want to make sure they are satisfied with the solution and that they don’t have to wait for the problem to be solved.
5. Follow-up: Follow-up with the customer to make sure they are fully satisfied. This is the time to ensure that all steps of the resolution were carried out to the customer’s expectations.
Sometimes things go wrong and that’s okay. It’s just important to make sure that when they do, you are prepared to handle it. At TeleDirect, we have highly trained customer service representatives that are prepared for anything. Learn how we can help you by visiting us at http://www.teledirect.com/.
Thursday, June 20, 2013
Friday, June 7, 2013
Take the Lead: Getting More Customers Wanting Your Services
When it comes to your business, your clients are one of the most important aspects. Without them, your business would not survive. That’s why it’s always important to keep great leads coming. There’s always an opportunity to generate more leads and in turn bring in new customers. Here are 4 ways to attract prospective leads and make them your customers:
1) Ask- Do the customers or contacts that you already have know anyone that would benefit from your services? People who know from experience the value in the work you do are excellent assets in creating new leads for prospective customers.
2) Be available- You don’t want leads to lose interest because they are having difficulty getting in contact with you. Make sure that your information is easily and readily available for anyone who may want it. Have it on your website, blog and in the signature of your email.
3) Be knowledgeable- Chances are that when people are considering your services, they will have a lot of questions. Be prepared to answer any questions they may throw at you. You also want to be as clear and detailed as possible.
4) Seal the Deal- Don’t just tell them what services you provide, tell them how those services will better their business. By giving them concrete examples that allow them to see the specific changes that you can make for them, they are able to put things in perspective. By helping them imagine how your services will fit into their company’s future, they can’t imagine not having it.
Bringing in new leads is something that businesses should be actively working on at all times. New leads become new customers and new customers become great assets. Learn how @TeleDirect can help you by check out our Work the Lead services. We can help you with lead capture, appointment setting, order entry, live transfers and much more. Visit us: http://www.teledirect.com/
1) Ask- Do the customers or contacts that you already have know anyone that would benefit from your services? People who know from experience the value in the work you do are excellent assets in creating new leads for prospective customers.
2) Be available- You don’t want leads to lose interest because they are having difficulty getting in contact with you. Make sure that your information is easily and readily available for anyone who may want it. Have it on your website, blog and in the signature of your email.
3) Be knowledgeable- Chances are that when people are considering your services, they will have a lot of questions. Be prepared to answer any questions they may throw at you. You also want to be as clear and detailed as possible.
4) Seal the Deal- Don’t just tell them what services you provide, tell them how those services will better their business. By giving them concrete examples that allow them to see the specific changes that you can make for them, they are able to put things in perspective. By helping them imagine how your services will fit into their company’s future, they can’t imagine not having it.
Bringing in new leads is something that businesses should be actively working on at all times. New leads become new customers and new customers become great assets. Learn how @TeleDirect can help you by check out our Work the Lead services. We can help you with lead capture, appointment setting, order entry, live transfers and much more. Visit us: http://www.teledirect.com/
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