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The First Filipino Online Call Center Magazine

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Archive for the ‘Inbound’ Category

Proactive Customer Service

Posted by admin on July 13, 2010


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Smile, You’re On the Phone—Tips for Improving the Tone of Your Voice

Posted by admin on July 13, 2010


The tone of your voice either makes or breaks you when you are conducting business over the phone. People can’t see that you are competent and knowledgeable. What they use to assess your credibility on the phone is your tone of voice.

Albert Mehrabian, author of Silent Messages, says that if there is any difference between your words and the tone of your voice, 86% of the time people will trust what they hear in your tone over your actual words. It is critical to your success as a salesperson, technical support or customer service representative that you consider the importance of tone of voice before picking up a phone to talk to a customer.

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Posted in ARTICLES, Inbound, Outbound | 1 Comment »

Empathy

Posted by admin on July 13, 2010


Use empathy words to let angry customers know you understand their frustration.

When you must deal with customers who become frustrated or angry for any reason, an ideal way to respond includes using empathy words. Expressing words of empathy shows your sensitivity. It lets the customer know you understand how he feels. Understanding the customer does not necessarily mean you agree with the customer. Customers want to feel you care about what say.

Acknowledge the Anger

Customers want to be heard. The ideal way to let your customer know you hear and understand their anger is to acknowledge it. For example, say, “You’re right, it can be frustrating to read and fill out all of this paperwork,” or “I understand how frustrating writing this down must be.” You’re letting the customer know you understand without necessarily agreeing.

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How To Create Devoted Customers

Posted by admin on July 13, 2010


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Building Rapport on the Phone

Posted by admin on July 11, 2010


Today we will discuss the value of building rapport on the phone.  Rapport is that sense of ease and comfort you get with someone when you feel you’re speaking the same language and you’re on the same level.  Rapport can give rise to feelings of trust and connection, and there are many methods to help rapport develop.  In face-to-face communication, there are many cues which help us build and maintain rapport because we can see the other party, read their body language and observe their reactions and patterns of movement.  Building rapport on the phone, however, can be different.

As investors we spend much of our time dealing with prospects by phone; this can be a very impersonal medium of communication.  It adds a significant level of complexity to our effort to establish rapport.  When I can’t see you, I am unable to read your non-verbal cues and you won’t be able to read mine either.  When talking on the phone, what should you be thinking about to increase your probability of building rapport?

First, always remember you have a powerful persuasion tool at your disposal.  It’s your voice.  Your ability to speak with flexibility, fluency, and control can have amazing results.  Now if you’re shy, don’t like talking to people, have a weak vocabulary, and/or a bland, boring or irritating voice, you have a decision to make; become a mime or cultivate some verbal and vocal skills.  With the exception of Marcel Marceau, I’m not aware of any wealthy mimes.

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Posted in ARTICLES, General, Inbound, Outbound | 1 Comment »

A sale is made on every call you make.

Posted by admin on July 10, 2010


Jim Young: And there is no such thing as a no sale call. A sale is made on every call you make. Either you sell the client some stock or he sells you a reason he can’t. Either way a sale is made, the only question is who is gonna close? You or him? Now be relentless, that’s it, I’m done. – Boiler Room

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