Secrets of Success for insurance sales reps

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Curing
Phone Line
Frostbite

"Numb Chumb Cameo Color Retailers: What department please?"

The cold, "businesslike" way of answering the phone used by many companies comes across like frostbite. And it is costing companies billions of dollars in lost opportunities," insists Nancy Friedman: America's foremost and most sought-after speaker on customer service and telephone sales.

Surveys show that almost 3/4 of all lost business is due to poor service, rather than because of product, service, price, quality, or other factors. Common sense says it is easier to keep a customer than it is to get a new one, or win an old one back. Here are four of Nancy's tips to keep phone customers happy ---

#1: "Make it your goal to reach out and treat every caller in the same, warm, caring manner."

During a typical day you probably handle repetitive calls, the same questions over and over. Toward the end of the day your energy level begins to sag. This is when you need to guard against becoming de-sensitized, to avoid sounding bored and uncaring. All your callers deserve the same uniform excellence, no matter what time they call.

#2: "Solve the problem, without arguing."
Focus on solving the problem, not identifying and placing the blame.

#3: "Show empathy; don't ignore what they say."
When someone describes a situation, don't ignore it. Let customers know you heard them. Try to understand and share in their situations.

#4: "A warm smile beats frostbite, every time."

A smile in your voice makes all the difference in the world. You can hear it over the phone line. Without the smile in your voice, the listener will often believe you aren't very friendly.

Every call you make should be memorably pleasant.

For a free preview of Nancy Friedman's new video program, FROM CURT TO COURTEOUS: A "BUSINESS FRIENDLY" (R) PROGRAM, which reviews the tools of nonvisual communication to create a warm image for your callers, call 1 (800) 882-9911

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