![]() There are many examples of phone etiquette, but these are a few common ones: Key takeaway: Your phone etiquette could be the difference between turning a lead into a customer or losing a prospect for good. Continuously practice the right etiquette and ensure your staff is adhering to it as well. Whenever you’re on the phone with customers, it’s important to use your words, tone and professionalism to convey what you are trying to get across. A conversation about a tech issue could turn into a customer saying, “I wish your company offered this product or service too.” And then you can implement it, but you might never have identified it if your team lacked phone etiquette. Identifying new customer needs: A customer service team with great phone etiquette can expand beyond solving immediate problems and identify other customer needs.And you really don’t want a rotating cast of customers: It’s five to 25 times more expensive to acquire customers than retain them, according to Harvard Business Review. Retaining customers: Bad phone etiquette leads to poor customer service, and bad customer service leads to customer churn.Over time, this could lead to your company forming a reputation for great customer service. That’s because 72% of your customers tell at least six people about their best customer service experiences – and that could include your business. Developing a great reputation: The top-notch customer service to which excellent phone etiquette often leads can build your business a great reputation. ![]() Setting phone etiquette standards and training your team to adhere to them can make up for this gap. Compensating for the lack of nonverbal cues: It can be difficult to communicate with customers over the phone, since neither party can pick up on body language and other nonverbal cues. ![]() Good communication is key to establishing and maintaining a positive relationship with your customers.
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