How to Talk to Customers: Create a Great Impression Every by Diane Berenbaum

By Diane Berenbaum

Jam-packed with case stories and anecdotes, tips on how to consult clients demystifies the main serious point of purchaser carrier: conversations staff have each day with shoppers. during this must-have source, Diane Berenbaum and Tom Larkin define a confirmed method in keeping with their MAGIC customer support education software. MAGIC, which stands for Make an exceptional effect at the buyer, might help someone develop into the kind of communicator that makes their clients consider targeted.

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Recognize that every communication makes an impression—everything counts! • Realize that every contact can be handled so appropriately that the “cus- tomer” naturally chooses to have further contact with you—even if you deliver bad news. That’s right: even if you have to tell the customer that his product was backordered or that his ID card isn’t ready—or must say no in any fashion—he can still feel that you’ve handled the call in such a calm, confident, professional way that he would choose to have another contact with you in the future.

This removes any doubt and helps him feel comfortable. To gauge whether your particular situation warrants providing this sort of specific information, just listen to your callers. If they’re frequently confused or at a loss as to where they’ve ended up, a few more specifics certainly wouldn’t hurt. c05 2/7/07 4:38 PM Page 43 3. The name game. You have a choice: use either your full name or just your first. ) Whichever your choice, using your name serves to personalize the call and place you and the caller on the same playing field.

C02 2/7/07 4:37 PM Page 17 nearly seven out of ten highly placed businesspeople identified indifference as the primary push that shoves a customer out the door. An employee who is nasty with a customer is not indifferent, nor is a telephone rep who provides inaccurate or out-of-date information or guidance. Indifference refers to a perceived lack of interest or attention to the customer, client, or caller. If you think about it, being rude or making a mistake, at the very least, requires some sort of effort.

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