New Era of Telesales

By: Ramy Enab

Agenda

Importance of CS

Why Customer Service is important ?

Loyalty of Customers

What does loyalty Means?

Why Do customers leave?

1% Pass Away

3% Move Away

5% Develop Another relationship

9% Leave for Competitive Reasons

14% Dissatisfied with product or service

68% Poor or inappropriate Customer Service or Not Clicking Buttons

Step One: Know you Self

D communication

E communication S communication

p communication

• Makes things happen • Is action oriented • Is a problem solver• Person of few words • Voice tone is confident• Work area is fairly neat with 2 or 3piles all pertaining to ongoing work• Has awards prominently displayed• Body gestures are few, but are sharp

and assertive when used

• Is optimistic and enthusiastic• Knows a lot of people• Talks a lot – very descriptive• Uses the word “we” when giving• directions/instructions• Excited voice tone• adjectives such as “That’s Amazing”• Often involved in many projects a• Work area is anything but neat • diverse wall decorations

• Is loyal• A team player• Patience is a strong• characteristic• Avoids conflict• Tends to always say “yes”• Voice tone is sincere and calm• Is complimentary but low key• Body gestures tend to be gentle• movements• Work area isn’t always neat• Surrounds self with photos of• friends/family and motivational• phrases.

• Detail oriented• Very well organized• Strives for excellence• Can sometimes struggle

withadapting to changes• Voice tone is serious and

precise• Phrasing is long and

detailed• Gestures are controlled and

specific• typically small in

comparison toother styles• Work area is neat and

carefully filed.• Few accessories adorn theworkspace.

Know how to deal with Your Costumer

Angry Customer !!

Why is he angry?• On hold too long• Previous problems with customer service• Perceived injustice• Legitimate service complaint

How to cool him down• Let them vent• Speak slowly in a low, resonant tone• “That is frustrating, isn’t it?” “I’d probablybe upset if that happened to me”.• Calming language – “OK, let’s start at thebeginning’.

Questions