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Hub You - Handling Telephone Abuse
China last year became the first country ever to import more than $1 billion of American scrap, according to the newspaper American Metal Market. The demand is so high that most scrap suppliers that sell to China are looking everywhere to grab up any materials available. Copper scrap exports to China, including Hong Kong, have quintupled since 1998, and China now accounts for 70 percent of the total. China's purchases of American copper scrap last year were equal to about 40 percent of American consumption. –New York TimesOn of the biggest hurdles to selling scrap to China is the AQSIQ registration requirements. China’s General Administration of Quality Supervisio
You can just picture them chewing on a toothpick with their feet up on the desk and surfing the Internet while you're talking! Then all of a sudden they say "Oh, that's terrible isn't it?" Its insulting.
Instead, comfort them by letting them know what they're feeling is absolutely normal.
"Mr. Taylor, you have every right to raise this issue with us. (avoid using 'complaint' or 'problem'). And I know very well I would feel the same way if this happened to me. That's why I insist on fixing this." (insist is powerful - you won't stop until its done).
If the problem can be fixed there and then, tell them right away. And don't just hang up. Finish with a: "Thank you so much Mr. Taylor, is there anything else I may help you with?"
6. If you need time to look
Like lot of people, you’ve evaluated a wide variety of ways different people and companies promise you ‘ways to make money’. It doesn’t matter whether it is on or off the Internet.Personally, I have investigated a few. No, I take that back, I’ve researched dozens of them.What do you think the common thread is?Most of these opportunities are just pure rubbish. The only ones who make money are those selling these so called ‘ways to make money’ opportunities. Most of these try to sell you the world, but then only leave you feeling scammed.This situation has tarnished the reputation of the ‘work at home’ and ‘work from home’ industry . It has
Problem is, people are animals. I'm not referring in any evolutionary sense -just the behavioral. Once an animal senses you are afraid of it, it's likely to attack you. Angry people on the phone are pretty much the same:
Customer: "YOU PEOPLE ARE *&$#@@#!! I DON'T BELIEVE YOU DID THIS!" (Here the caller's testing the water, to see whether the listener's afraid or not?)
Customer Service Rep: 'Oh, Oh, I'm sorry, oh..umm..hmm..sir...ummm, I'm sorry' (Voice trembling with fear. Guess what? Green light - Attack me!)
"YOU'RE SORRY!? I DON'T WANT YOU TO BE SORRY! I WANT YOU TO FIX THIS &^$%^%&^ PROBLEM!" (Attack mode!)
Hmm, sound familiar?
If this has happened to you I bet you felt really insulted by the put-down. Probably so spooked that every time the phone rings now, you're haunted by the memory of that call. On the other hand, you may have argued back and thought to yourself "HA! I showed him! No way is someone going to talk to me like that!"
And it made you feel a whole lot better right? And the customer never buys from you again and tells 10 others how much you suck. So - Wrong!
Here are some handy tips on how to handle phone abuse and turn the caller into a loyal customer. Customers who have their complaints solved quickly and satisfactorily, are more likely to become loyal than ones who didn't
1. Realize the anger is not directed at you, personally. I've seen people literally in tears because customers yelled abuse. They were angry with the situation they faced and were coming to you for a solution. They didn't call to abuse you. They don't know you! They called you for a solution. Don't take it personally.
2. DON'T dispute the claim; DON'T re-direct the blame - When the customer is charged and yelling, stay silent. Or verbally "nod", by giving an "uh-huh", "OK", "right", "I see", or some such, whenever they reach the end of their sentence.
3. Don't talk over them! LISTEN. This lets them pour out all their negative thoughts and they soon realize that yelling isn't going to work. Don't say "No, I don't think so, you must have your account confused, our systems simply don't do that". You'll add fuel to the fire by doing this and they'll end up shouting "YOU'RE CALLING ME A LIAR NOW?!!?".
And don't blame someone else - or another department in the company - for the mistake. "Oh gosh, I'm sorry, must be accounting again, they haven't gotten anything right all year".
This makes you and your company look unprofessional and incompetent. LISTEN to the customers problem.
If they continue to yell and scream, using bad language, and so forth, don't say: "LOOK IM NOT TAKING THIS!" and hang up. No.
"Hmm, Mr. Taylor, I really would like to help you. I think it would be a good idea if we talked about this when we've BOTH cooled down". This takes the focus off his behavior.
4. Once you've clearly understood the problem, repeat it back to them in their own words. Write down what they say and underline what's relevant to the situation. Something like this, perhaps:
"OK, Mr. Taylor, I want to make sure I’ve understood you correctly and please correct me if I'm wrong. OK, so what we need to work out is why your account balance is missing a $4000 payment you made last month (their own words), right?"
5. Once the customer agrees with you (you should always ask questions that get a YES response), empathize with them. Not sympathize, EMPATHIZE.
I've heard some pretty pathetic examples of this! People whom you know (just from their tone of voice) don't give a damn about your problem.
You can just picture them chewing on a toothpick with their feet up on the desk and surfing the Internet while you're talking! Then all of a sudden they say "Oh, that's terrible isn't it?" Its insulting.
Instead, comfort them by letting them know what they're feeling is absolutely normal.
"Mr. Taylor, you have every right to raise this issue with us. (avoid using 'complaint' or 'problem'). And I know very well I would feel the same way if this happened to me. That's why I insist on fixing this." (insist is powerful - you won't stop until its done).
If the problem can be fixed there and then, tell them right away. And don't just hang up. Finish with a: "Thank you so much Mr. Taylor, is there anything else I may help you with?"
6. If you need time to look
If your career has gone off the road, take control and drive back to job satisfaction with a direct approach.When you’re looking for that new job or a career move it’s easy to think that ‘they’ hold all the cards.But if you can change the way you think about it, you can get back in the driving seat, and after all, this is your career we’re talking about.Remember ‘they’ don’t hire you for the sake of it; they hire you to help them make a profit!So two things first – how you are (attitude) and how you react (the way you see things)1 AttitudeEveryone goes on about positive mental attitude, don’t they? But what d
And it made you feel a whole lot better right? And the customer never buys from you again and tells 10 others how much you suck. So - Wrong!
Here are some handy tips on how to handle phone abuse and turn the caller into a loyal customer. Customers who have their complaints solved quickly and satisfactorily, are more likely to become loyal than ones who didn't
1. Realize the anger is not directed at you, personally. I've seen people literally in tears because customers yelled abuse. They were angry with the situation they faced and were coming to you for a solution. They didn't call to abuse you. They don't know you! They called you for a solution. Don't take it personally.
2. DON'T dispute the claim; DON'T re-direct the blame - When the customer is charged and yelling, stay silent. Or verbally "nod", by giving an "uh-huh", "OK", "right", "I see", or some such, whenever they reach the end of their sentence.
3. Don't talk over them! LISTEN. This lets them pour out all their negative thoughts and they soon realize that yelling isn't going to work. Don't say "No, I don't think so, you must have your account confused, our systems simply don't do that". You'll add fuel to the fire by doing this and they'll end up shouting "YOU'RE CALLING ME A LIAR NOW?!!?".
And don't blame someone else - or another department in the company - for the mistake. "Oh gosh, I'm sorry, must be accounting again, they haven't gotten anything right all year".
This makes you and your company look unprofessional and incompetent. LISTEN to the customers problem.
If they continue to yell and scream, using bad language, and so forth, don't say: "LOOK IM NOT TAKING THIS!" and hang up. No.
"Hmm, Mr. Taylor, I really would like to help you. I think it would be a good idea if we talked about this when we've BOTH cooled down". This takes the focus off his behavior.
4. Once you've clearly understood the problem, repeat it back to them in their own words. Write down what they say and underline what's relevant to the situation. Something like this, perhaps:
"OK, Mr. Taylor, I want to make sure I’ve understood you correctly and please correct me if I'm wrong. OK, so what we need to work out is why your account balance is missing a $4000 payment you made last month (their own words), right?"
5. Once the customer agrees with you (you should always ask questions that get a YES response), empathize with them. Not sympathize, EMPATHIZE.
I've heard some pretty pathetic examples of this! People whom you know (just from their tone of voice) don't give a damn about your problem.
You can just picture them chewing on a toothpick with their feet up on the desk and surfing the Internet while you're talking! Then all of a sudden they say "Oh, that's terrible isn't it?" Its insulting.
Instead, comfort them by letting them know what they're feeling is absolutely normal.
"Mr. Taylor, you have every right to raise this issue with us. (avoid using 'complaint' or 'problem'). And I know very well I would feel the same way if this happened to me. That's why I insist on fixing this." (insist is powerful - you won't stop until its done).
If the problem can be fixed there and then, tell them right away. And don't just hang up. Finish with a: "Thank you so much Mr. Taylor, is there anything else I may help you with?"
6. If you need time to look
If you are sending a resume, you need to send a cover letter as well. A cover letter is a personal introduction that accompanies your resume. Even if the job posting doesn’t specify submitting a cover letter, it’s expected that you submit one with your resume. Yes, this requires extra work on your part but consider this: the cover letter gives you another chance to emphasize what you can contribute to the company or organization.What Should be Included in a Cover Letter?Following are the key elements of a cover letter: Introduction - Whenever possible, indicate how you came to apply to the company, such as you are responding to an a
2. DON'T dispute the claim; DON'T re-direct the blame - When the customer is charged and yelling, stay silent. Or verbally "nod", by giving an "uh-huh", "OK", "right", "I see", or some such, whenever they reach the end of their sentence.
3. Don't talk over them! LISTEN. This lets them pour out all their negative thoughts and they soon realize that yelling isn't going to work. Don't say "No, I don't think so, you must have your account confused, our systems simply don't do that". You'll add fuel to the fire by doing this and they'll end up shouting "YOU'RE CALLING ME A LIAR NOW?!!?".
And don't blame someone else - or another department in the company - for the mistake. "Oh gosh, I'm sorry, must be accounting again, they haven't gotten anything right all year".
This makes you and your company look unprofessional and incompetent. LISTEN to the customers problem.
If they continue to yell and scream, using bad language, and so forth, don't say: "LOOK IM NOT TAKING THIS!" and hang up. No.
"Hmm, Mr. Taylor, I really would like to help you. I think it would be a good idea if we talked about this when we've BOTH cooled down". This takes the focus off his behavior.
4. Once you've clearly understood the problem, repeat it back to them in their own words. Write down what they say and underline what's relevant to the situation. Something like this, perhaps:
"OK, Mr. Taylor, I want to make sure I’ve understood you correctly and please correct me if I'm wrong. OK, so what we need to work out is why your account balance is missing a $4000 payment you made last month (their own words), right?"
5. Once the customer agrees with you (you should always ask questions that get a YES response), empathize with them. Not sympathize, EMPATHIZE.
I've heard some pretty pathetic examples of this! People whom you know (just from their tone of voice) don't give a damn about your problem.
You can just picture them chewing on a toothpick with their feet up on the desk and surfing the Internet while you're talking! Then all of a sudden they say "Oh, that's terrible isn't it?" Its insulting.
Instead, comfort them by letting them know what they're feeling is absolutely normal.
"Mr. Taylor, you have every right to raise this issue with us. (avoid using 'complaint' or 'problem'). And I know very well I would feel the same way if this happened to me. That's why I insist on fixing this." (insist is powerful - you won't stop until its done).
If the problem can be fixed there and then, tell them right away. And don't just hang up. Finish with a: "Thank you so much Mr. Taylor, is there anything else I may help you with?"
6. If you need time to look
A logo's shape may be just as important as color, line or simplicity. Shape visually tells a customer what style your organization has. For example, square shapes portray a more serious, solid image, while softer angles indicate that an organization is more relaxed and friendly. Circles, the ultimate round shape, portray fun perhaps better than any other shape. Ovals are often used in traditional-looking logos. Triangles, with their angular appearance, can tell a customer that your organization is cutting edge, different, and not run of the mill.Of course, these meanings are not set in stone. For example, the edges of a square can be softened to look like a chil
If they continue to yell and scream, using bad language, and so forth, don't say: "LOOK IM NOT TAKING THIS!" and hang up. No.
"Hmm, Mr. Taylor, I really would like to help you. I think it would be a good idea if we talked about this when we've BOTH cooled down". This takes the focus off his behavior.
4. Once you've clearly understood the problem, repeat it back to them in their own words. Write down what they say and underline what's relevant to the situation. Something like this, perhaps:
"OK, Mr. Taylor, I want to make sure I’ve understood you correctly and please correct me if I'm wrong. OK, so what we need to work out is why your account balance is missing a $4000 payment you made last month (their own words), right?"
5. Once the customer agrees with you (you should always ask questions that get a YES response), empathize with them. Not sympathize, EMPATHIZE.
I've heard some pretty pathetic examples of this! People whom you know (just from their tone of voice) don't give a damn about your problem.
You can just picture them chewing on a toothpick with their feet up on the desk and surfing the Internet while you're talking! Then all of a sudden they say "Oh, that's terrible isn't it?" Its insulting.
Instead, comfort them by letting them know what they're feeling is absolutely normal.
"Mr. Taylor, you have every right to raise this issue with us. (avoid using 'complaint' or 'problem'). And I know very well I would feel the same way if this happened to me. That's why I insist on fixing this." (insist is powerful - you won't stop until its done).
If the problem can be fixed there and then, tell them right away. And don't just hang up. Finish with a: "Thank you so much Mr. Taylor, is there anything else I may help you with?"
6. If you need time to look
Opt-in email safelists are one of the best Internet marketing strategies for getting your product or service immediately in front of many thousands of people. In this article, I will show you how you can successfully work with them.Benefits of Opt-in Safelists 1. Email to thousands - this can be done with free safe lists or paid safe lists. Even if you only get a 1% response from thousands, this will equate to more traffic and sales to your site.2. It’s immediate – you can instantly send your ad and receive an immediate response from those interested. With ezine ads, you often have to wait for days or weeks before your ad is displayed.3. Test your p
You can just picture them chewing on a toothpick with their feet up on the desk and surfing the Internet while you're talking! Then all of a sudden they say "Oh, that's terrible isn't it?" Its insulting.
Instead, comfort them by letting them know what they're feeling is absolutely normal.
"Mr. Taylor, you have every right to raise this issue with us. (avoid using 'complaint' or 'problem'). And I know very well I would feel the same way if this happened to me. That's why I insist on fixing this." (insist is powerful - you won't stop until its done).
If the problem can be fixed there and then, tell them right away. And don't just hang up. Finish with a: "Thank you so much Mr. Taylor, is there anything else I may help you with?"
6. If you need time to look into the problem, tell them just that. Under promise and over deliver. If it takes 30 mins to fix, tell them you'll get back to them in an hour. Then call them in 30 minutes. Better that, than the opposite. Follow up. After a few days, either send them a letter or call them to ensure they are 100% satisfied.
FINALLY: ALWAYS hang up last. How many times did you suddenly remember a question you wanted to ask and got as far as the:
"Oh! Hello, are you there...?" just as... "Click" ...... the phone hangs up. Make sure they're finished. Follow these quick tips and watch your complaint levels drop. You will also be surprised how many people apologize once their problem has been handled. Proof yet again the anger is directed at the problem and not you.
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