Telemarketing skills are absolutely vital in the ever competitive market today. Aside from actually having to focus on how to raise your sales, gain business leads, and make sure that the workplace remains harmonious, you will also have to worry about customer service beyond the moment they make a purchase or enter a business deal with you because much of your reputation and credibility will be based on how satisfied your customers and clients are.
What does quality customer service entail?
Quality customer service requires you and your company to put your best foot forward with any client you have. Regardless of how big or how small the issue, the industry will require you to entertain their complaints and provide a feasible and appropriate resolution. This is where telemarketing skills come in handy.
And while this is ultimately the goal of customer oriented service, no one said it would be easy. Day in and day out, customer service representatives are bombarded with annoyed customer faces, condescending tones, and snide remarks. But amidst all these, they are needed in order to rise above the constant pressure and vexation.
Telemarketing skills as the most effective tool for quality customer service
In order to provide your clients and customers with quality customer service, it is important that you know how to approach them and how to talk to them so that the problem may be solved in the shortest possible time with the least hassle throw their way – and yours as well.
Here are some helpful tips to keep in mind as telemarketing skills:
Telemarketing skills #1: Treat clients with respect and their problems with urgency. As a customer service representative, there will always be days when a customer will come barging into the room demanding to speak to your supervisor the moment they start ranting about their complaint. And no matter how much this can get on your nerves, it is important that you keep composed – this is the most useful telemarketing skills, and also one of the skills that is hardest to master.
Battle this with: the moment you see them coming into the room, and you know they have a lot to get off their chest, offer your hand for a handshake and introduce yourself politely. This will somehow establish an air of professionalism between you and your client, which will help them calm down and approach the issue in a more composed manner as well. This is not to say that you can dismiss their problems as trivial, it is important that whatever they came to complain about, you treat with a sense of urgency and resolve it in any way you can.
Telemarketing skills #2: Get on your customer’s good side. Once your client has been seated and has finished ranting about their complaints, apologize immediately for all the inconvenience it has caused. This will show your client that you are fully willing to help them with their situation and you are on their side. This will help them be open to a solution different from what they had in mind – and ultimately speeds up the process.
Telemarketing skills #3: Resolve the problem. Never leave a problem unresolved. If a solution to the problem is not possible, a guarantee that it will happen again would be in order in the very least. Do not prolong the solution if it is doable currently, this will leave a dent in the business’ reputation especially since news travels fast by word of mouth.
Telemarketing skills are applicable even when on the phone with a customer. One of the most useful skills is keeping composed even when the person on the other line is being aggressive, maintaining composure will help you maintain an even tone which you can use to lighten the atmosphere between you and your client.