Communication via telephone
Posted: Wed Jan 22, 2025 7:00 am
Implement a CRM system for automation and ease of data storage (this applies more to stores than to consumers). Thanks to high-quality data systematization, you will be able to quickly generate reports.
Always stay positive and avoid negative definitions. Replace them with affirmative ones so that the client is confident not only in himself, but also in you.
Avoid aggressive expressions and so-called “bad” words. These are words such as problem, budget proposal, you need, etc.
Let's move on to specific communication channels that are most common today.
Next we will talk about so-called call centers. The thing is that communication in them is no different from a regular real conversation. But there is one nuance. Due to the fact that the client does not see the germany email list interlocutor, that is, you, his hearing is sharpened. He perceives and reads the tone of your voice more seriously, hears your mood, smile...
As for the rules, they are obvious in this case.
At the beginning of the conversation, introduce yourself, name your company again and clarify how you can address the client. Only after that can you ask why he is calling and how you can help him.
Here it is worth being attentive and listening carefully to the client.
Talk about the product in a way that the client can imagine it, because he doesn’t have the opportunity to see it even in a picture.
And remember, no matter how the conversation ends, you should politely say goodbye and thank them for the call.
Always stay positive and avoid negative definitions. Replace them with affirmative ones so that the client is confident not only in himself, but also in you.
Avoid aggressive expressions and so-called “bad” words. These are words such as problem, budget proposal, you need, etc.
Let's move on to specific communication channels that are most common today.
Next we will talk about so-called call centers. The thing is that communication in them is no different from a regular real conversation. But there is one nuance. Due to the fact that the client does not see the germany email list interlocutor, that is, you, his hearing is sharpened. He perceives and reads the tone of your voice more seriously, hears your mood, smile...
As for the rules, they are obvious in this case.
At the beginning of the conversation, introduce yourself, name your company again and clarify how you can address the client. Only after that can you ask why he is calling and how you can help him.
Here it is worth being attentive and listening carefully to the client.
Talk about the product in a way that the client can imagine it, because he doesn’t have the opportunity to see it even in a picture.
And remember, no matter how the conversation ends, you should politely say goodbye and thank them for the call.