"Internet service was the newest division of our corporation. We knew that our helpdesk technicians were technically qualified but lacked customer service experience. We also knew that the initial customer contact would be critical in establishing our reputation in a highly competitive technology. Therefore, we asked Linda to develop a customer service program tailored to our specific industry. She implemented a program that was exactly what we were looking for. Her customer service and technology expertise proved to be the perfect combination. ...Kudos to Linda!"
HR Director - Internet, Telecommunications
You never get a second chance to make a good first impression.
It is never more true than when a customer calls your company for the first time. What impression does your telephone voice make? Are you welcoming, pleasant, and professional?
One of our clients is the total personification of the person who understands the value of great telephone skills. In the 15 years that I have worked with her firm, she always answers the phone with the most welcoming voice that I have ever heard. What a fabulous first impression she makes!
Your customer's first contact with your company is critical. That first impression can make potential customers feel comfortable and glad they called. Or a negative first impression can totally turn off customers and their business can be lost forever.
Here are some questions that our clients have asked us:
Our goal is to demonstrate to organizations the benefits that communicating effectively has in increasing the individual's and the company's credibility.
- How do we sound genuinely friendly and welcoming?
- What is the best way to answer and close the call?
- What are some tips for telephone etiquette?
- What telephone language is the most appropriate?
- How do we quickly assess a situation?
- What should we ask to solve problems?
- What are some skills to diffuse difficult situations?
- How do we calm the upset or irate customer?
- How can we be tactful and diplomatic with our customers?
Each aspect of customer contact has a clear impact on the bottom line of your company.
Put a Smile in Your Voice |
Handling Difficult Situations |
Building Lasting Relationships |
Thinking on Your Feet |
Customer Appreciation is Not Just for the Holidays