Dealing Over The Phone.

"Now we have a big.. big problem and it's too critical right now!"

That's what my boss said when half of his telemarketers resigned. It's really boring for us when this thing happened because we have to build a new team and for that, it will take about 3 month to realise it. Even this is not my department but I've been there and done that. Almost half from our telemarketers just submit their resignation letter and why they do that... you already know. Of course they just got another good offer from another company. I don't want to be specific but as you know, hotel field always want to hire the people who can dealing over the phone. And for all my readers (if you're a telemarketer) , maybe this posting could be helpful for you.

Dealing with customers over the phone, unlike talking to them face to face, presents it's own set of challenges, especially in the first few seconds. Either you're a in a hotel field, time share, banking or medical, cold calling and hot calling is the border that you have to pass.
You have to agree with this quote " First Impression Is Last". Even you are invisible for them, just assume that they knew you because this feeling will drag you untill the end of the conversation.

For one, you are unable to identify the customer's emotional state prior to the call. A customer who has a negative or unhappy experience with someone else will likely "let off steam" on the next person that he engages with. However, you will not know if you are the "next person" untill you answer the call.



Second, you are unsure of the "time-threshold" that the customer has. Imagine how frustrated you would be if you had to call particular hotline number for the fifth time, because in the first four instances, you either got disconnected or were transferred to an incorrect person. Chances are, when you finally get through, you will want to get the issue resolved in the shortest possible time.


Third, it is almost impossible to identify the non-verbal cues of the customer. At best, the primary give away is the speed of speech, tone of voice and volume. Like I said, it's so irritating when our "senior" telemarketers just go like that after we are the one who built them. And sometimes, we so tired to "create" the new team. This is because even for experienced call center professionals, it is sometimes a challenge to identify the customer's emotional state by simply listening to the voice.

Therefore, the key is to transform this angry, frustrated, dissapointed or concerned customer into a "customer advocate" within a short time. Here is how:

1) Keep cool.
The first 10 seconds in dealing with customers will make an impact on the outcome of the call. Remember they can't see you on the phone...!

2) Cover all bases.
Identifying the type of customer that you are dealing with, as well as salient issues that he faces, will enable you to deal with him more effectively. So, be focus on what you say on the focus and be more knowledgeble about you products or services.

3) Go the extra mile.
The customer must got your message and make them say "Wow...! This is extraordinary service!". But bear in mind that be good for your honest product. So, don't mis-represent!

4) Follow up.
Always ask yourself "Have I made him happy? "Are the market will screwed up because of my rude conversation?" If not, just follow up and if the "deal" still there, you just do a great job!

And now I have to make a call to my boss, I hope he already cool and thanks to Zack Banna from Beacon Consulting for his great idea.