January 1, 2011

Telephone Customer Service Tips: Some General TMR Points to Remember


I don’t know about you but how is it that we value and respect our customers so much more working for ourselves than we do working for some other jock strap company? Anyhow here are 5 all important TMR (Telephone Manner & Response) tips to bettering your customer service skills for your business.

Check your response time!

How quick are you on the mark to answering a business related call? Ideally you should aim to answering a call within 3 rings at the most. I’ve set my business mobile to go straight to answerphone after three rings if I’m not able to answer within this time. Consider something similar but the point here is to try and answer an incoming call as quickly and efficiently as possible.


Listen

Listening is vitally important for the obvious reasons of being able to fully understand your customer’s needs. One of the best methods of doing this is to write everything down. This will ensure that you have a written account of what has been requested and exchanged in words over the telephone or any other form of verbal communication. Should a query arise then you can verify any issues directly with your customer.

Watch that tone!

This is pretty cheap coming from a former arrogant mannerism customer service officer like myself, but like I mentioned above when it’s your own business things matter a lot more. Watch the tone of your voice over the telephone, just because your customers can’t see you it doesn’t mean that he or she won’t be able to tell whether you’re an ass or not. You can often get a vibe of how efficient someone is going to be just by the tone in their voice.

Into the realms of silence…

If you need to source out information for a customer and can’t do it whilst on the telephone to them, then take a contact number and get back to them as soon as possible. Don’t fall into the habit of putting them on hold; no one likes to pay for being placed on hold listening to utter silence or better worst still, listening to some cheesy background music for ever on end.

Pronto!

Deal with your telephone enquiries quickly and efficiently. Don’t wait too long to get back to customers should you have to. Building a reputation upon speed and efficiency is all you need to succeed alone.

So there you have it a few words for thought, enjoy.

Image credit Ambro / FreeDigitalPhotos.net

About Fabrizio Van Marciano

Fabrizio Van Marciano is a fulltime international selling artist and blogger working from home. His insight into online business marketing and website design has lead him on the path to becoming one of the UK's biggest selling modern contemporary artists with over 3,000 original canvas paintings sold worldwide. You can follow Fabrizio on Twitter & Facebook.

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