How to Handle Difficult Customers Over the Phone
Posted: Sat Dec 07, 2024 5:51 am
This is why offshoring is down slightly from its peak five years ago. Without customers, a company is nothing. It's difficult to quantify, but most experts agree that acquiring new customers costs several times more than retaining existing ones. If you're not treating your customers like gold, you're doing it wrong. A successful telemarketing service program requires customers, loyalty, and trust for sales success, which is directly related to the previous point. The better the customer experience, the more likely you are to get a sale.
This is what happens when communication flows smoothly. A common saying australia phone number library in sales is "You have a few seconds to buy the customer's next minute." You have a very limited time to earn trust, and if anything about the communication is challenging for the customer, not only will you be denied that extra minute, but trust with your organization will be broken. Handling the most time-consuming customer service programs requires an extensive understanding of the product line and its customer base.
You can train on every issue under the sun, but you still won’t cover every question a customer may have. These problems are exacerbated when using offshore call centers, which results in increased average handle times and increased customer frustration. Not only does first call resolution increase handling time, but it also increases interactions with supervisors, and transferring calls and returning calls is also a factor. The more times you transfer customers, wait for customers, or make a second call, the customer experience will degrade.
This is what happens when communication flows smoothly. A common saying australia phone number library in sales is "You have a few seconds to buy the customer's next minute." You have a very limited time to earn trust, and if anything about the communication is challenging for the customer, not only will you be denied that extra minute, but trust with your organization will be broken. Handling the most time-consuming customer service programs requires an extensive understanding of the product line and its customer base.
You can train on every issue under the sun, but you still won’t cover every question a customer may have. These problems are exacerbated when using offshore call centers, which results in increased average handle times and increased customer frustration. Not only does first call resolution increase handling time, but it also increases interactions with supervisors, and transferring calls and returning calls is also a factor. The more times you transfer customers, wait for customers, or make a second call, the customer experience will degrade.