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The Five Worst Phrases to Say to Customers

By Belinda Summers Subscribe to RSS | June 14th 2012 | Views:
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Customer service will always be part of your lead generation campaign. Whether you are at the stage where you are looking for B2B leads or the point where you manage the business leads you have generated, it is important that you know how to properly treat your prospects. Your words can have a huge impact on your telemarketing campaign. That is why you need to know what you should say. While there are plenty of words that you can use for your job, there are a few phrases that you should never say. But this is where the fun part comes in. These few words are exactly the ones that uninformed and amateur telemarketing teams often say.

 

What are these words and how can you avoid them?

 

1.“That is our policy” – while some business managers think that this is an excellent way to keep your employees from going way too overboard in what they offer to clients, this is actually a sure fire way to alienate customers. You are there to serve them, right? Instead, you should craft general guidelines that can please customers to the best of your ability.

2.“There is nothing I can do” – if you say that, then you will certainly earn the ire of your customers forever. Practically speaking, you only show them just how incompetent you are. Besides, there is always the option of refunding customers. That is a solution already. You should focus more on problem solving, and reward those in your team who can come up with creative solutions.

3.“Would you mind holding for a moment” – also comes from experience. Can you imagine waiting for an hour, and then be told that the agent needed to place you on hold? That is very frustrating. What if the customer says no? Instead of only this phrase, why not add a brief explanation why you need to place them on hold. That will tell customers that you are onto their problem now.

4.“You will have to go to our website” – another, fancier, way of saying that you cannot help them. While it is true that some complaints are best solved in this way (probably due to access restrictions and what not), you should make the ordeal bearable by sending your customers a direct link to where they should go. That should make their life easier, keep them from getting lost looking for a particular landing page, as well as save the business leads you have.

5.“That is the responsibility of the manufacturer” – so why did you take their money then? Your customers did not transact directly with the manufacturer, they did business with you. If, indeed, only the manufacturer can solve the problem, then you should, by all means, act as the intermediary between them. Help your customers solve their problems through the leverage power you have with the manufacturer. Is that not the reason why you acted as retailer in the first place?

 

Take note of these phrases, and let no man in your sales leads generation team utter them in the future.

Belinda Summers - About Author:
Belinda Summers works as a professional consultant. She helps businesses increase their revenue by lead generation and appointment setting services through telemarketing. To know more about this visit: http://www.callboxinc.com/

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