Distractions & Expectations
What are some ways to avoid distractions while on the phone with a customer?
Remove obvious distractions (ie, background noise, close extra tabs on your computer, cell phone)
What should you wear to a video meetings?
Professional clothes, business casual
Is it safe to assume your customer prefers to speak via texting?
No, always confirm with your customer their preferred contact method. Some customers do not like to do business via text.
What is dead air?
That awkward silence
When taking a call, is it best to try to multitask to get as much done as possible or should you give the caller your full attention?
Full undivided attention
What are some ways to better your customer experience during a call?
1. Take notes
2. Ask the right questions
3. Listen to their needs/triggers
Where should you look when having a video meeting?
At the camera (not the screen)
What are some best practices for text communication with your customers?
Keep your texts short and concise. Some phone providers chop your texts into multiples and may not be sent through in order.
What are some ways to fill the dead air?
a. Explain what's going on
b. Use this time to build a personal connection
c. Ask probing questions for later on in the discussion.
d. all of the above
d. all of the above
What are some best practices when taking a customer phone call in public?
Try and avoid busy areas ie. bookstore, restaurants, coffee shops, public restrooms, etc. Busy places like this not only can be distracting to the people around you, but to your caller. Try and take a moment to step aside to a quiet area when handling these types of calls.
What are some types of distractions during a phone call?
1. Typing on a keyboard
2. Eating
3. Talking with others in the room
Where does the first implication of a call come from?
Your tone of voice
What is wrong with this sentence?
hello jane, i want'ed to see if you had time to speak this aftrnoon :)
1. Punctuation
2. Grammar
3. Typo/Spelling
Keep an eye on your grammar, punctuation, and spelling. These are still very important even via text.
How can dead air hinder the customer experience?
1. it's awkward
2. you seem uninterested or distracted
While on the phone with a customer, should you be carrying on a conversation with someone else while your caller is still on the line?
No, only hold one conversation at a time.
What can we do to exceed customer expectations while on the phone?
Listen to what they are saying, and address their concerns
What is the first thing you should do when calling someone who may not have your phone number saved?
Introduce yourself
What is the best way to start a text conversation with a new customer?
Introduce yourself in your text. Your customer may not have your phone number saved, and may be less inclined to respond.
What are some benefits of filling dead air?
1. No awkward silences
2. Get to know your customer
3. Filling dead air can give you time to update your notes, and prepare for the next part of your conversation.
How might a customer feel on the phone if you are distracted with your surrounding and not providing your full attention?
1. Uninterested
2. Disrespectful
3. Doesn't care about their needs
What can we do to exceed customer expectations if they have a problem?
Provide solutions and be sincere
If you need to get up and excuse yourself during a video meeting what should you do?
Turn off your webcam, mute.
If you are unavailable to carry on a text conversation, what is the best way to let your customer know?
Don't just leave the message "on read". Respond to your customer to let them know you've received their message, and will get back to them by the end of the business day.
Awkward Silences
!!! BONUS !!!!
SIT IN DEAD SILENCE FOR 10 SECONDS
What is wrong with this phone introduction?
Sup Joseph. What do you want?
1. Rude
2. Unprofessional