Answering phone calls (or marketing via the phone)

Ateneo Professor on Entrepreneurship

From Dale Carnegie

Telephone courtesy.

Your company landline or cp is your window to the market.  Use this well to gain market share and more customers and sale.

Aside from answering the phone within the 3rd ring, the following must be observed:

l.    Be conversational.

2.  Give your full name

3.  Always mention the first name of the customer;

4.   Listen for understanding;

5.  Ask open ended questions;

6.  Be proactive listener

7.  Smile

8.  Call  instead of email

9.  Speak as the same rate as the customer

10.  Always thank the customer.

Quick tips for customer service excellence from Dale Carnegie---->  Please read Section 5

Customer Complaint Resolution Process

Ateneo Professor on Entrepreneurship

From Dale Carnegie on outstanding customer service

The customer service resolution is based on one of the teachings of Dale Carnegie:

l.  Be genuinely interested in other person;

2.  Do not criticize, complain, or condemn,;

3.  Show honest and sincere appreciation.

There are 8 steps:

l.  Greet;

2.  Listen

3.  Question

4.  Empathize

5.  Address the issue

6 .  Test question

7.  Offer additional help

8.  Follow through

Secrets of Extraordinary customer service

Ateneo Professor on Entrepreneurship

From open forum on customer service

This post could have come from Customer for Life 

Some of the keys for excellent customer service experience (UNIQCSX -  our motto at Holy Gardens Memorial Park)  areL

l.  Underpromise overdeliver   (Carl Sewell)

2.  Call/remember the customer's names (Dale Carnegie)

3.  The customer is always right;  if he is wrong, go to the first statement;

More on open forum and customer service

[MBAEntrep_2011] Submitted Special Report to Profjorgeentrep on Slideshare

Below is the link to my slide share.

http://www.slideshare.net/lionel_milan/how-to-win-friends-and-influence-people-8435655

Lionel Milan
408.876.8730 (USA)
0063 (0)9052927717 (Philippines)
lionel.milan@yahoo.com

---

 

Uploaded mine too.

http://www.slideshare.net/Jaborro2/keys-to-creativity-8424222

Thanks and Regards

jb

---

From: LehYa slmat <myeadd27@yahoo.com>
To: "MBAEntrep_2011@yahoogroups.com" <MBAEntrep_2011@yahoogroups.com>
Sent: Saturday, June 25, 2011 10:24 PM
Subject: [MBAEntrep_2011] Submitted SR on Slideshare

 

Hello Sir,

Already uploaded my SR on slideshare:

http://www.slideshare.net/lea_c_salamat/inside-the-guru-mind

__._,_.___

Reply to sender | Reply to group | Reply via web post | Start a New Topic

Messages in this topic (4)

Recent Activity:

Visit Your Group

Switch to: Text-Only, Daily Digest • Unsubscribe • Terms of Use

.

__,_._,___