It happens without our even realizing it. We become so adept at handling our customers' concerns that we do other things at the same time. We call it multi-tasking. Our customers call it not paying attention to them.
Are you aware that your customers can often hear you typing on your keyboard when you are speaking with them on the telephone? If you are supposed to be listening to them, the sound of keyboarding will tell your customer that you are not.
Fully engage your senses on the customer: listen to them, speak to them. Avoid other activities while speaking with customers. We've become so used to doing many things at once; we don't always realize that we're doing many things poorly.
When you speak with a customer, make sure they realize that they are your priority. Listen attentively, be courteous. Make them feel as though for those few minutes they are most important to you and your organization. Anyone answering the telephone is a manager of first impressions; you want to make a good one. You are representing your company. What does your interactions with your customers say about your organization? Is it caring? Concerned? Prompt?
Are your interactions efficient? Can you be efficient while making your customer feel cared about? It's one thing to make sure that your average call time is not excessive, it's another to make a customer feel rushed.
Each customer is most important to you for those moments when you taking care of their concerns. By showing you care, by illustrating to them your focus, you demonstrate to them that their business is important to them. It's not enough to tell people that they are important to the well being of your organization - make sure your actions match!
Fully engage your senses on the customer: listen to them, speak to them. Avoid other activities while speaking with customers. We've become so used to doing many things at once; we don't always realize that we're doing many things poorly.
When you speak with a customer, make sure they realize that they are your priority. Listen attentively, be courteous. Make them feel as though for those few minutes they are most important to you and your organization. Anyone answering the telephone is a manager of first impressions; you want to make a good one. You are representing your company. What does your interactions with your customers say about your organization? Is it caring? Concerned? Prompt?
Are your interactions efficient? Can you be efficient while making your customer feel cared about? It's one thing to make sure that your average call time is not excessive, it's another to make a customer feel rushed.
Each customer is most important to you for those moments when you taking care of their concerns. By showing you care, by illustrating to them your focus, you demonstrate to them that their business is important to them. It's not enough to tell people that they are important to the well being of your organization - make sure your actions match!
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