Poor listening skills can result in distrust from your customer. When a customer contacts you they need to be able to comfortable and confident in knowing that you will assist them in the best way possible. Body language is very important even over the phone. The customer can hear frustration and impatience. This in turn makes the customer very uncomfortable. You have to build a solid rapport with the customer by asking questions, showing concern with the issue or problem, and having patience. It is important to remember that the customer is calling for help. By using proper listening and business etiquette skills with each customer you will build a rapport and that customer will have the faith and confidence in your service and will want to do business with you again. A previous job that comes to mind for me is when I was working for a telemarketing firm. One of the contracts was through Bell Atlantic (now Verizon) and it was introducing the product business voicemail. Many of the staff was younger and not eager to try and sell anything, they would be rude and sometimes laugh at the customer, but I looked at it from a different perspective. If I wanted this customer to purchase what I am selling I would have convince them that this product was the best fit for his or her business. When calling each potential customer, I was kind courteous and respectful and that caught the customers attention. Even if they did not want the product they listened to me, and many of the customers called back and purchased later. I was one of the top sellers for that company. I believe that anything is possible but it is all about the delivery of the service that you are providing.
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