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| Posted: 05 Jan 2006 19:47 Last Edited By: handlemistakes | |
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Posts: 38 Join Date: Jan 2006 |
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If you work as a salesman then this article will probably be very valuable for you. This can also be good for everyone that answer calls from angry costumers, especially for those who work on their own or in a small company, but only if you really want to improve your direct costumer contact.
When you answer a call from some angry costumer then it's very important to understand so you know what they want. Unless you understand him/her, there’s a big chance that the costumer won’t be satisfied. If it's only a cheap product that they have a problem with, send them a new one. You will lose a little amount of money in the short end but gain it back in the longterm because your client will trust you better then he/she would do otherwise. He/she will keep order products from your company and recommend it. It also saves a lot of your time. If that product requires knowledge to use or install then always include an easy manual, and when I say easy I mean as easy and clear as possible. No black and white shitpaper with a lot of text combined with a small font and cryptical paper. If the product is more expensive or limited then help your costumer to solve his/her problem by the phone. If it's turned up that there's no way you can help then you could always ditch him/her because you don't know if it is a real client or just a phone troll. And even if it's a true costumer then it doesn't matter much, as long as you don't repeat this action more than a few times. Whatever you say, try to keep yourself as calm as possible, so your costomers think that you are stable, serious and reliable. This factor is often the most important one in such situations. |
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