Australian Financial Services Directory

Immediate Management and Marketing Help ...   'Resource Centre - Home Page' How To Use "Killer" Strategies On Your Web Site ... Hot Management Tips ... Guaranteed Better Productivity Secrets ... Better Personnel Contacts ... How To Cut Your Costs Without Cutting Your Throat ... How To Benefit from "Spirituality In Your Workplace ... How To Provide Unforgettable Customer Service ... Negotiate Your Way To Wealth And Personal Success ... Advertise My Way - And I'll Guarantee Your Success ... Inside Secrets Of Better Promotion ... Marketing Tips You Can Use Right Now ... Personal Growth And Motivation ... Keeping Yourself Fit And Healthy ... Effective Selling ... Subscribe to the AFSD ... FREE "BETTER BUSINESS AND MARKETING" EZINES ... Register here to subscribe:  Your First Name    Your Phone Number    Your Email     Smart Business Tips   Weekly   Smart Marketing Tips   Weekly Receive the FREE business growth ezines you want to receive each week. Send this page to a friend ...  Friend's Email    Your Name    Your Email           Marketing Tips You Can Use Right Now ... Phone Complaints ... Suggested instructions for staff handling telephone complaints from customers. Give both your Christian and Surname. Staff who only give Christian names receive more abuse from customers. Those who only give Surnames can create the impression they consider the customer as unimportant. Giving both names overcomes both problems. Avoid having customers wait on the phone for assistance. If they must wait, tell them that you are helping another customer. That will help make them less angry at the delay. After the delay, be sure to apologise for not being immediately available. That often leads the customer to say "that's all right" - and helps put them in a more positive frame of mind. If you personally can't help, don't make excuses. Instead of saying "that's not my responsibility", say "that's a specialised question. John Brown will have your answer. I'll transfer you to him". Never tell a customer they must do something. They get upset over words like "must", "should" and "have to". Instead, make it a request. Rather than, "you'll have to ring the manager about that", try "would you like to ring the manager about that?" Do not ask customers to call you back. It creates a better impression to say you will call them. (It makes them think you are actually doing something about their problem). In fact, it's probably easier for you to ring them because you can chose a time most convenient for you. When you volunteer to call back, suggest a specific time you will call. The customer is more likely to be there. But better yet, it gives the impression you mean what you say when you claim you will help. Avoid blaming anyone else in your organisation for the customers problem. Never say "the salesman should have told you", instead, work out a tactful way of telling them what the salesman should have told them. If you can't think up a tactful way of answering, tell them you will check the details and call them back in exactly ten minutes. That gives you time to work out what to say in the most tactful manner.