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How To Manage Difficult Phone Calls

Handling a frustrated or angry caller is not an easy feat! While the stress and anxiety of managing these situations fade as you learn more about your job, the importance of dealing with difficult clients never fades.

When it comes to client support, dissatisfied clients air out their sentiments more than the satisfied clients. Bad news travel faster than the good. Thus, you must ensure that the client hangs up with a happier disposition.

#1: WORK EFFICIENTLY

Time is money. The more efficient you can be, the more clients you can help throughout the day. You need to address all the concerns as quickly as possible. You must be organized because clients get frustrated when they wait or when they are put on hold for a long time.

#2: BE PREPARED

Before starting the call, ensure that you pull out all the relevant files and reviewed all the notes pertaining to the case. Being prepared will help you to avoid asking for the client’s story again. After the call, take down notes on what was discussed. This will help you know what to follow-up next time.

#3: ACTIVELY LISTEN

In general, one of the vital aspects of handling difficult callers is active listening. Listen to your clients while simultaneously showing concern and getting insight into the issue. This will help you arrive at a solution.

Image Credits: pixabay.com

#4: REACT POSITIVELY

Train yourself to be pleasant during stressful situations. Practice your tone of voice and use a calm approach. At times, callers can test your patience to the limit. You must separate yourself from their emotions and treat the issue objectively. Reacting with anger can only exacerbate the situation.

#5: LET IT GO

It is worth your time to apologize for any problem or inconvenience caused. If the problem was originally the client’s fault, blaming the person will make it worse. Remember that the client should be your ally and not your enemy. Assist the client to arrive at a workable solution together.

Image Credits: pixabay.com

When the challenging call is over, take a deep breath and let it go. Hanging on to the stress of the demanding situation can affect your relationships at work. There is simply no benefit in reliving the difficult call.

Sources: 1 & 2

How To Lure New Customers To Your Small Business

CURATE A DETAILED PROFILE OF YOUR AUDIENCE

Catching the attention of your potential customers is an easy task if you know exactly what you are searching for. So, begin by defining your target audience. Be as detailed as realistically possible. Include descriptors such as gender, occupation, NRIC number/FIN, hobbies, age group, and civil status.

Say you are selling Harry Potter merchandise to teens and other millennials. You noticed that they are immensely obsessed with social media platforms. Hence, you used Instagram and Snapchat to identify your potential customers.

Image Credits: pixabay.com

PROVIDE AN INVITING ATMOSPHERE

Charming your customers start as they enter your doorstep or website. Flashy signs may draw them in, but your accomodating gestures will make them stay. Send warm greetings and show new customers around your vicinity. This will make them feel appreciated and special.

This is certainly true if you are in the food business. Ushering your hangry customers with a friendly service can help them calm down. I cannot remember how many times this happened to me!

OFFER TEMPTING FREEBIES

Display an offer that new customers cannot resist by providing free trials. Fitness centers often distribute flyers that signify a week’s worth trial or a discounted package for first timers. This is a cost-effective way to get good reviews and honest testimonials.

There is nothing more powerful than giving your potential customers a good glimpse of what is to come!

LISTEN TO THEIR VALUABLE INSIGHTS

As you converse with your potential and existing customers, it is important to actively listen to their wants. Do not assume that you know their preferences! Many startups fail because they are selling products with a non-existent demand.

This is why you must encourage constructive feedback. These may be delivered thru social media platforms, focus group discussions, and online surveys. Take the appropriate actions to improve the operations of your small business.

LAUNCH A REFERRAL SYSTEM

My career path was carved when I became an administrative officer in a contemporary yoga studio. One of the studio’s promotions, which endured throughout year was the “Refer A Friend Campaign”. It encouraged the existing customers to invite their friends over to receive up to 20% discount on their next packages. The more people they refer, the higher the reward gets. You may launch the same campaign in your small business.

Remember that people love to be acknowledge. Use that to your advantage!

Image Credits: pixabay.com

New customers are the tools that enable your small business to flourish. If you want to attract more customers, you must consider these people in every step of your journey.

6 Foolproof Ways To Make Your Clients Like You More

With the modern technology, an unhappy customer can easily share his or her opinion to various social media platforms, which will negatively affect your business. Truly, keeping your existing clients satisfied is a crucial part of a successful business. Nurturing relationships can increase client referrals and decrease the loss of valued clients.

On that note, here are 6 Foolproof Ways To Make Your Clients Like You More…

1. COMMUNICATE GENUINELY

Communicate genuinely to your existing and potential clients as a knowledgeable representative of the business. Addressing the client by name seems trivial however, it is a simple way to build rapport. Increase your clients’ happy experiences even more by talking to them in a manner that they prefer, whether it be through phone, email, or in person.

2. LISTEN TO WHAT THEY HAVE TO SAY

Aside from talking to them genuinely, you must actively listen to what they have to say. You may assume that you know what they want but, what if you are utterly wrong? In fact, most companies fail because they are creating a product with a non-existent demand.

Image Credits: pixabay.com (License: CC0 Public Domain)

So, accept feedback and take necessary actions to improve your business. Use the following methods to gather feedback from your clients: focus groups, social media, surveys, online Forms, and observation.

3. DO NOT MAKE PROMISES YOU CANNOT KEEP

Set realistic and reasonable deadlines to avoid disappointing others. If you promised to deliver the product or send the contract in two weeks then, deliver it within two. Nothing damages your trusting relationship more than a series of broken promises!

4. PROMPTLY RETURN EMAILS AND PHONE CALLS

In conjunction with No.3, you must promptly return emails and phone calls as promised. Interestingly, the top complaint clients have about lawyers are unreturned phone calls. Adopt a habit of replying emails and returning calls at night before you sleep or early in the morning so, you do not miss a thing!

5. OFFER PROMOTIONS AND ONGOING SUPPORT

A surefire way for your clients to like you is to offer occasional promotions and discounts. Keep them in the loop by sending out electronic announcements and decorating your shop with attractive posters. Additionally, you must offer excellent customer service by responding quickly to clients’ needs. The strong ability to deliver excellent customer service will be your edge over your competitors. One consideration is providing support through a help desk software, such as Zendesk. If you are looking for a Zendesk alternative, check out why Kayako is winning with its ease of use, flexibility and affordability.

6. SHOW YOUR GRATITUDE

You do not have to spend thousands of dollars to extend your gratitude to your loyal consumers. Manifest your appreciation to your clients by saying “Thank You” in person or by sending an electronic “Thank You note”. This simple gesture will impact the way that they view your company. It will make them feel valued and special.

Image Credits: pixabay.com (License: CC0 Public Domain)

Sources: 1 & 2

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