Winning Customers Over the Phone Written by Lydia RamseyDo you sometimes wonder where your customers have gone? In a study by the International Customer Research Institute, individuals gave the following reasons for becoming non-repeat customers: * 1 percent died (makes you wonder how they responded)* 3 percent moved* 5 percent said friendships* 9 percent said competition* 14 percent were dissatisfied with the product* 68 percent cited an attitude of indifference by employeesHow many times do you think that employee attitude is communicated by phone? Very often the telephone is the first and only contact that people have with your organization. Make sure that this experience is the best you and your employees have to offer so that first-time callers become repeat customers. Read more
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