Winning Customers Over the Phone
by: Lydia Ramsey
Do you sometimes wonder where your customers have gone? In a study by the International Customer Research Institute, individuals gave the following reasons for becoming "non-repeat" customers:
* 1 percent died (makes you wonder how they responded)
* 3 percent moved
* 5 percent said friendships
* 9 percent said competition
* 14 percent were dissatisfied with the product
* 68 percent cited an attitude of indifference by employees
How many times do you think that employee attitude is communicated by phone? Very often the telephone is the first and only contact that people have with your organization. Make sure that this experience is the best you and your employees have to offer so that first-time callers become repeat customers.
Smile when you answer the phone. Even if your hair is on fire or the last caller chewed you out, pause for a moment to put a smile on your face and in your voice. Believe it or not, people can hear you smiling through the phone.
Answer the phone on the first ring, certainly no later than the third ring. If people have to wait through rings four and five, they begin to think that you have closed for the day, gone out of business or just don't care. We live in a world that expects instant gratification. Be sure you meet your customers' expectations.
Ask permission before you put someone on hold. You may have multiple lines ringing and a line of people standing at your desk, but wait to hear the caller's response. It is that person's choice to hold or not.
Try not to turn this move into a power play. When you come back on the line, thank the person for holding. If you have to ask the caller to continue to hold, offer to take a number
and return the call.
Transferring calls should be done with care.
Before you connect the caller to someone else's extension, make sure that person is in and able to help.
There is nothing more frustrating than being transferred over and over again and having to retell the same story to a multitude of different people before finding the right one.
Before you send the call to co-worker, give the caller that person's name and number in case there is a disconnect. Better yet, tell the caller who you are and how to reach you if there is a problem.
You will have an extremely satisfied customer.
Always make an offer of help. It may not be your department, your issue or your job, but if it is the customer's problem, you need to show concern. Never tell the caller
" 'I don't know'" or "I can't help you." The best response to a problem is a genuine "Let me see what I can do or who I can find to help you."
You will win customers and influence people every time when you use good phone skills.
(c) 2005, Lydia Ramsey.
All rights reserved.
Reprint rights granted so long as article and by-line are published intact and with all links made live.
About The Author
Lydia Ramsey is a business etiquette expert, professional speaker, corporate trainer and author of MANNERS THAT SELL - ADDING THE POLISH THAT BUILDS PROFITS.
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Technology and Cell Phone Dating
Technology and Cell Phone Dating
by: Jay Jackson
Just when I thought technology had finally outdone itself with online dating, it goes one better with cell phone dating.
Does it get any easier than this?
Cell phones are not just for calling anymore.
They went from talking and voice mail, to text messaging, to taking pictures, to tracking our location via GPS (not always necessarily in that order), and now to dating.
Cell phone dating is so popular in some countries, like Japan, that it's overtaken online dating.
Now the phenomenon has spread to the USA to the tune of six million mobile-daters, and more coming onboard everyday.
How many might be waiting to "hear" from you?
A web search will turn up mobile dating services like Webdate Mobile, Dodgeball, Zogo, Match Mobil, and SMS Flirt.
You still have to go online to register, post profiles and/or pictures, etc., but then it's all cell phone.
Razr phone > Technology and Cell Phone Dating
Cell Phone - Why Should I Upgrade
Cell Phone - Why Should I Upgrade
by: Declan Tobin
We hear from friends or just general chat by people wanting to upgrade their cell phones. There are a number of very good reasons to upgrade but unfortunately the main reason people upgrade and without thinking is because the cell phone manufacturers are blitzing us with advertising on a daily basis with new features. I bet you can pinpoint a few friends who have new cell phones and have no idea as to how to go about using all the key features.
Upgrading your cellular phone needs some careful thinking. Many of us upgrade for fashion purposes to keep up with modern looks, understandable if you have a cell phone from the early years you might want something a little more portable and flexible in use.
Upgrading still costs money so choose wisely. There are many different upgrade options today such as Camera cell phones; PDA Cell Phones, GPS Cell phones and now we have the new line of 3G cell...
Cell Phone - Why Should I Upgrade
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A Guide to Information on Internet Phone or VOIP
A Guide to Information on Internet Phone or VOIP
by: Ted King
What you are about to read... will reveal to you what you should know about a new telephone communication technology called Internet Phone or Voice Over Internet Protocol (VoIP).
VoIP came about in 1995 when some computer programmers made voice connections between computers. Later that year, a software package was developed, and using the modem, speakers, microphone and sound card, one computer user was able to speak to another.
The process used involves converting the analog voice to digitized form. That involves breaking the voice down into steps that are then assigned numeric values. Then the data is compressed. After compression, the data is divided into packets that are transmitted over the Internet. Identifying information such as origin, destination, etc., are added that allows for reconstruction at the receiving end. At this point the packets are converted back to analog...
A Guide to Information on Internet Phone or VOIP
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I?m Not Lost ? My Cell Phone Knows Where I Am
I?m Not Lost ? My Cell Phone Knows Where I Am
by: Gary Ruplinger
Do you remember the days when a cell phone was just a cell phone? You pulled it out of your pocket to make a call and that was about it. Now your cell phone can take pictures, send text messages, play music, become your personal organizer, play games, and even function as your GPS.
I?m not talking about the GPS chip embedded into all current cell phones. That GPS is only present to help emergency crews locate you in the event of an emergency (the same way that your landline will give away your location). I?m talking about new Smart Phones that actually integrate with new GPS devices, allowing you to receive voice guided driving directions, trip planning, toll road avoidance, on the fly off-course rerouting, and now even real time-traffic information that will allow you to reroute to avoid heavy congestion. And for the cell phone purist, these new phones can even make and receive...
I?m Not Lost ? My Cell Phone Knows Where I Am
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Winning Customers Over the Phone
Winning Customers Over the Phone
by: Lydia Ramsey
Do you sometimes wonder where your customers have gone? In a study by the International Customer Research Institute, individuals gave the following reasons for becoming "non-repeat" customers:
* 1 percent died (makes you wonder how they responded)
* 3 percent moved
* 5 percent said friendships
* 9 percent said competition
* 14 percent were dissatisfied with the product
* 68 percent cited an attitude of indifference by employees
How many times do you think that employee attitude is communicated by phone? Very often the telephone is the first and only contact that people have with your organization. Make sure that this experience is the best you and your employees have to offer so that first-time callers become repeat customers.
Smile when you answer the phone. Even if your hair is on fire or the last caller chewed you out, pause for a moment to put...
Winning Customers Over the Phone
Razr phone > Winning Customers Over the Phone
Polyphonic Ringtones - For All Ages
Polyphonic Ringtones - For All Ages
by: Kavoos Bybordi
Polyphonic ringtones seem to be portrayed as something to be associated with trendy teens wanting to show off their latest ringtone every time their mobile phone rings. Is this really the case though? Well I recently flicked through my favourite television magazine (which seems to be full of ringtone adverts these days) and came to the conclusion that this is an image ringtone websites would like to promote. Add in the loud and lively television adverts that seem to be nothing but dance tunes and the theory is made even stronger.
Well as a matter of fact when you look beneath the surface of the ringtone market you will actually find that there is a wide selection of polyphonic ringtones and monophonic ringtones for people of all ages. There are literally thousands of polyphonic ringtones catering for those of us who liked to dance along to Abba and The Rolling Stones. You name it, there...
Polyphonic Ringtones - For All Ages
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Cellular Phone Rental You Can Get In Any Part Of The Globe
Cellular Phone Rental You Can Get In Any Part Of The Globe
by: John Rivers
Today, you can go to every corner of the world with a wireless phone that fits in your hand and works the minute you arrive overseas. Whether it is a business trip or a leisure travel, you are assured the best cellular phone rental for the amount of time you need.
Cellular phone rental is the cheapest way for a traveler to have the latest phone with the full assurance that it will work in the country of his destination.
Based on your requirement, you could have several types of cellular phone rental:
International cellular phone rental.
Before having an international cellular phone rental, you need to decide if you will have a cellular phone rental in the United States or rent it when you get to your destination country.
In addition, you should decide whether you want to have an online cellular phone rental, which offers great prices or have a...
Cellular Phone Rental You Can Get In Any Part Of The Globe
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Staying Mobile - Replacing Your Cell Phone Battery
Staying Mobile - Replacing Your Cell Phone Battery
by: Eric Comforth
There are several cell phone replacement battery choices on the market, some better than others. Here we will explore a few of the options out there.
Basically, there are four different types of cell phone battery:
? Nickel Cadmium Batteries (NiCd): These are the oldest type of cell phone battery. To counter the problem of ?memory effect? which lessens the life of the battery, they must be fully discharged before being recharged. This is obviously more time consuming and lessens the efficiency of the cell phone.
? Nickel Metal Hydride Batteries (NiMH):
Developed in the 1990s. These batteries are more efficient than the NiCd type. Although prone to some memory effect, they are quicker to recharge than the NiCd and have a battery life up to twice as long.
? Lithium Ion Batteries (Li-Ion): Lithium Ion Batteries are the most popular cell phone batteries...
Staying Mobile - Replacing Your Cell Phone Battery
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Winning Customers Over the Phone Razr phone perfume
Winning Customers Over the Phone
How To Start A Home Based Gift Basket Business
How To Start A Home Based Gift Basket Business
by: La Tunya Sifford
Many of us dream of working from home, spending more quality time with our families. I decided to do just that. Yes i was afraid of failing, not being able to handle the pressures of running a business, and looking after my family at the same time. So I began my search for the right business to start, GIFT BASKETS! I use to give them for gifts to family members, so I thought why not make money...
How To Start A Home Based Gift Basket Business
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How to Reduce your Payments
How to Reduce your Payments
by: John Mussi
Want to know how to reduce your payments? Are you paying out too much every month for your credit cards, store cards and loans?
If each month you have far too many payments to meet and you cannot see a solution to your problem then why not replace them all with one, lower, convenient repayment through a debt consolidation loan?
Debt consolidation loans can give you a fresh start, allowing you to consolidate...
Winning Customers Over the Phone How to Reduce your Payments
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The Irony of Non Smokers, Cars, and Children
The Irony of Non Smokers, Cars, and Children
by: Dee Scrip
As a society, we have all been well versed on the negative health impact on our children from second hand smoke. Many parents have become proactive and either kicked the ?habit? or elected not to smoke in their homes and/or vehicles.
A society, priding ourselves on protecting innocent children, we?ve even enacted laws requiring seatbelts, toddler seats, and infant seats to optimize their safety.
We?ve...
voip Winning Customers Over the Phone The Irony of Non Smokers, Cars, and Children Razr phone
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Potassium And Health
Potassium And Health
by: Samuel Murray
Potassium is a mineral that serves a variety of purposes within the body. Despite its importance to so many of the body?s functions and systems, most people do not consume the standard recommended daily levels of this essential mineral. This is unfortunate, as long-term deficiency can contribute to and even directly cause a variety of health problems.
One of the important functions of potassium is to help regulate...
health insurance Winning Customers Over the Phone Potassium And Health
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Road Accident Compensation
Road Accident Compensation
by: Julian Hall
Before making a road accident compensation claim, there are special issues which may affect liability.
Council Immunity: This states that a victims injury may limit an injury victim's ability to sue when the driver of the vehicle that causes an accident is a council employee who is working at the time of the accident, or where the accident involves a council-owned vehicle in view of a road accident compensation...
insurance quotes Winning Customers Over the Phone Road Accident Compensation
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