Aug 8, 2018
The phone is an interesting device, isn’t it? It has truly stood the test of time. In a world that currently houses such communication tools as social media accounts, messaging apps and email, the telephone remains the top way for businesses all across North America to stay in touch with their colleagues and customers.
Of course, not every telephone user is created equal. There are experts in the field of telephone communications and their skills are evidenced by some of the specific techniques they use to impress the people they speak to on the other lines.
How do phone agents endear themselves to customers they’ve never met before? Here are three ways:
1. They know when to speak and when to zip it.
Talented phone agents know that conversations are two-way streets. They make it a point to not do all the talking. Knowing that you have the attention of your callers includes hearing them out and not interrupting while they’re speaking. A back and forth dialogue is the best kind of conversation to have over the phone. It proves that your customer is engaged.
“Put yourself in the shoes of the customers – you do not want to be interrupted when you finally express your concerns, right?” asks John Taylor of Insights For Professionals, “Do not interrupt them when they are telling you their concerns. Make sure that you listen to the customer’s whole story no matter how long it can get. This alone will make them feel important.”
2. They know how to name drop the right way.
You know that thing that most people find annoying when it’s done in regular conversations? Yes, name dropping to project a sense of status can be perceived as unsavory. However, the most talented of phone agents know that dropping the names of the people they speak to over the phone is a key ingredient to their success. It expresses familiarity and friendliness. However, as Brandon Wong of CallPage explains, it’s important not to overdo it.
“Speaking on a first name basis removes barriers and builds rapport between the two parties,” he writes, “That being said, do not overuse this tactic…Use their names no more than three times in a conversation. It is a subtle, but effective technique to convey that the company is more than just a business, but a friend that can be counted on in the long run.”
3. They express empathy when necessary.
Some telemarketers fall into lulls when speaking to clients, forgetting that they are people with feelings. You’d be surprised to know how far an “I’m so sorry to hear that, I can understand your frustration” can go. Expressing empathy shows concern, respect and courteousness, none of which will go unnoticed by your customers.
“Do not tell a customer to calm down when he or she is madly complaining about a product or service as this will not help,” advises Taylor, “Instead, reassure the customer by telling them, ‘How awful’ or ‘I understand where you’re coming from’ in a slighter louder tone than the customer.”
At TK Enterprises Inc., we proudly employ a team of experienced and friendly phone agents who make our one-of-a-kind Event Marketing services so highly regarded. Please don’t hesitate to contact us to learn more about how you can take advantage of them for your jewelry store! Call us toll-free at 1-877-622-0195, email us at heidi.tke@tomkaufmann.com or fill out the form on our Contact Us page and have someone contact you!
Mar 28, 2018
“Twitter, Facebook, email, websites and texts – there are many ways to keep in contact with your customers,” states Rachel Miller on the U.K.-based Marketing Donut website, “But did you know that your office phone system can improve customer service, increase sales and boost profits?”
Yes, we are living in a world with many incredible technological advances in the form of handheld gadgets. Our smartphones give us the ability to communicate with people all over the world using various messaging apps and social media platforms. But one thing has remained the same after all these years. With the exception of the face-to-face conversation, nothing beats the good old phone call!
Live voices make a difference.
As a business owner, it’s important for you to know that hearing a live voice is a very important thing for your customers. It gives personality to your business in a way the written text cannot. Furthermore, phone calls enable customers to get immediate answers to questions. And in today’s world where people expect immediacy, the phone call can’t be beat in the customer service game.
“You can greet a customer by name when they call in – their order history is in front of you,” points out Pioneer Business Systems PR executive, Hayley Stovold in Miller’s article. This simple act of familiarity and politeness is often enough to keep a customer coming back to your store.
Let us do the calling for you!
At TK Enterprises Inc., we’re fully aware that the vast majority of jewelry store owners across North America are far too busy with their daily tasks to call all of their customers each day. That’s where we come in! We have over 30 years of experience in the sales field and a wealth of experience in understanding customer behavior. Our call center is a lively and energetic atmosphere filled with knowledgeable and friendly phone agents who are adept at driving sales.
And we can get them calling your customers for you! Our one-of-a-kind Event Marketing services are designed to have our team contact your existing customers to invite them to your businesses events, teach them about your promotions or follow up on recent sales. Our history has proven that making phone calls is a highly-effective way to deliver the messages of our clients as our callers either speak directly with customers or leave enthusiastic voicemails.
Time and time again, the end result is higher in-store traffic and increased sales for our clients. Sean O’Neill of Ireland’s ThinkBusiness acknowledges that other modern-day forms of communication can be great at relaying messages. However, he admits that they can make it harder to get clear points across.
“With social…where the platform lends itself to a more conversational dialogue…there are more opportunities for misunderstanding and avoidance,” he writes, “Done correctly, a cold call should be all the things other platforms are…Also, it gives the opportunity to open up the conversation straight away with questioning and gain insight into what is truly important to the customer.”
Why choose TK Enterprises Inc.?
In the past four years, we’ve made well over a million calls for jewelry stores continent-wide. We have a proven calling system and an outstanding track record that provides our clients with the transparency and peace of mind that 100 percent of our calls will be completed with passion and enthusiasm.
For more information about our Event Marketing services, please don’t hesitate to call us toll-free at 1-877-622-0195. You may also email us at heidi.tke@tomkaufmann.com or fill out the form on our Contact Us page and have someone contact you!
