Newsletters SME CARE Team

Newsletters SME CARE Team. June 2022.

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These customers tend to be:. Very vague. Vague Larry.

it is always best to ask these types of customers clarifying questions that will encourage the desired response which will serve as an agreement between the customer and the agent regarding whatever solution is being offered..

Conclusion. The agent did a good job in identifying the portion of imprint, FR, that some customers prefer to be done in all capital letters and re-confirmed with the customer by asking a clarifying question. Therefore, it is good to be direct and ask clarifying questions when dealing with vague customers in order to prevent future complaints or any miscommunication..

These customers are experts in getting the reduced price they are seeking..

Tips. When dealing with these customers it is good to do any needed investigation and communicate the facts. Also, use good negotiation skills but do not give all of your best offers at once because they will come in handy if the customer is still bargaining for more..

Conclusion. The agent did a good job in carefully checking the order confirmation/notes, which verified the customer's complaint is valid. However, the customer objected to the offered 10% discount, in anticipation of something more. Then the agent further apologized and used his negotiation skills and offered the customer a 20% discount on the order; which the customer agreed to. Therefore, when dealing with discount inclined customers it is always best to do your research and mention the facts, while using good negotiation skills..

. Pleasing these customers require extra effort and they will highlight almost anything that encourages a complaint. Some used verbiage by these customers are: "you guys always make the same mistakes", "It took me too long to get help!" "I have complained about this before.“ Scenario A customer received an impartial order and she stated she would like to receive the previously missing quantity. After the agent carefully listened and apologized, she gave the customer free expedited shipping and rushed production. But the customer further stated that we always make the same mistakes. The agent then further apologized and advised the customer that because we are at fault he can give her a 5% discount. The customer was still complaining and wanted more. So, the agent revised the previous offer to a 10% discount. After which, the customer calmed down and agreed to proceed..

Tips. With these types of customers, always allow them to vent and exercise empathy and unfailing patience. Carefully listen to the customer and never allow any signs of frustration or annoyance to be detected in your tone, as this will only aggravate the customer. These customers are very high on facts and quick solutions. So, it is always best to remain calm while providing a feasible yet satisfactory solution..

Conclusion. T he agent did a good job in being empathetic and offering free expedited shipping and rushed production owing to us being at fault for the previous impartial order. However, the customer was still complaining and mentioned that she has experienced this before. Once more the agent apologized and advised the customer that because we are at fault, she can get a 5% discount. But the customer was still complaining in anticipation of receiving more. So , the agent revised the previous offer to a 10% discount, which de-escalated the situation. Therefore, it is good to be empathetic , factual and also flexible when dealing with complaining customers..

These customers tend to be:. Angry Adam. Extremely angry.

Tips. It is always good to do your best not to interrupt these customers and let them vent. Refrain from giving false promises, be precise and provide a clear, fast and immediate solution to their issue..

Conclusion. The agent did a good job in offering the alternative product with rushed production. Also, the agent let the customer vent and did not take things personally. Therefore, it is good to be direct, clear and fast in both offering and explaining the solution..

These customers have been dealing with National Pen for a long time. We are basically their official promotional product supplier. They know our processes and our prices very well..

Tips. When dealing with these customers it is good to be very clear about the order history and the customer account to detect the source of the problem..

Conclusion. The agent did a good job in carefully checking the order history, which verified that the customer's complaint was valid..

The know-it-all or expert customers always assume that whatever you will say is wrong or missing something and they presume they know better about our services. Some terms used by these customers are: "In your place I would do this" "Check with your supplier" "Why don't you update your website?“ Scenario A customer receives an order with a missing character. After the agent carefully checked the recording related to the order, she apologised and gave the customer a 15% discount as neither the agent nor the customer caught the spelling mistake earlier. However, the customer stated that he is 100% certain that in these situations National Pen offers more. The agent further apologised, checked with his supervisor and because it was an imprint miscommunication which affected the customer's brand, a full redo was approved..

Tips. When dealing with these customers it is crucial not to challenge them. Try to stay focused on the policies which you are well familiar with and always try not to argue with these customers..

Conclusion. The agent did a good job when checking the order recording and noticed that there was a spelling mistake which she apologised for and offered a 15% discount..

THE POWER OF BODY LANGUAGE OVER THE PHONE. The Power of Body Language Over The Phone.

INTRODUCTION ​​​​​​​ ​​​​​​​ People are surprised when they are introduced to the statistics which indicate that only 7% of the message is transferred and understood by the actual words used, 38% is transferred as a result of the way the words are spoken and a massive 55% by body language . Incidentally, these statistics refer to a conversation that is face to face. Logic tells us that if the conversation is over the telephone the body cannot be seen which means that a massive 55% of the method for transferring the message is lost.​​​​​​​ However, that isn’t the case – the body also has a massive effect on our breathing pattern which in turn has a massive effect on the way the words are spoken..

Usually, the pace of an angry person’s voice may be faster than normal, their voice may be deeper, their words may be clipped and sharp in the way they are spoken, and their breathing will no doubt be faster, which will also have an effect on how the words were uttered..

5 BODY LANGUAGE PHONE TIPS. The Power of Body Language Over The Phone.

The Power of Body Language Over The Phone. A QUICK BODY LANGUAGE PHONE EXERCISE.

THE POWER OF POSITIVE VOCABULARY OVER THE PHONE saved 5/19/2022.

The Power of Positive Vocabulary Over The Phone. abstract.

Positive Phrase:. "It will be ready on ___". The Power of Positive Vocabulary Over The Phone.

The Effects of Using Positive Words In a study done by neuroscience expert Luis Castellanos, he found that when we hear positive words, we immediately become more attentive , more creative , and have a higher perseverance in relation to all kinds of tasks. Alternatively, when we hear or say negative words, our brains release stress and anxiety-inducing hormones..

In the boxes below , you can identify the positive terms in the Green color and the negative terms in Red.

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Welcome/Opening: Buenos días / Buenas tardes! Gracias por llamar a National Pen a pens.com, mi nombre es [Tu nombre] . ¿Como puedo ayudarle hoy? Hold: Señor/Señora [Nombre del Cliente] , ¿podría dejarle en espera un momento para revisar su consulta? [Esperar respuesta del cliente] Gracias, volveré en un instante. Le agradezco la espera [Nombre del cliente] . Transfer: Señor/Señora [Nombre del cliente] , Voy a transferir la llamada con el agente comercial que puede ayudar con su consulta. Por favor, espere un momento mientras transfiero la llamada. Muchas gracias..

Welcome/Opening: Guten Morgen/Guten Tag Vielen Dank für Ihren Anruf bei National Pen bei pens. [Punkt] com, mein Name ist [Dein Name] . Wie kann ich Ihnen helfen? Das tut mir sehr leid zu hören, Herr/ Frau [Kundenname] . Ich werde einmal Ihr Kundenkonto kontrollieren und schauen, was da passiert ist. Hold: Herr/Frau [Kundenname] darf ich Sie kurz in die Warteschleife setzen, damit ich Ihr Anliegen prüfen kann? [auf Antwort vom Kunden warten] Vielen Dank, ich werde in einer Minute wieder bei Ihnen sein. Danke das Sie gewartet haben, Herr/ Frau [Kundenname] . Transfer: Herr/Frau [Kundenname] , ich werde Sie zu einem Verkaufsberater durchstellen, der Ihnen mit Ihrer.

Welcome/Opening: Buongiorno / Buon Pomeriggio! La ringrazio per aver contattato la National Pen su pens.com, mi chiamo [Il tuo Nome] . Come posso aiutarla oggi? Mi rincresce sentire questo Signor/ Signora [Nome Cliente] . Controllo immediatamente la sua scheda cliente in modo da poter appurare quale sia il problema. Hold: Signor / Signora [Nome cliente] , posso, per cortesia, mettere la chiamata un attimo in attesa mentre controllo la sua richiesta? [Attendi la risposta del cliente] La ringrazio, sarò da Lei di nuovo tra un minuto. Grazie mille per aver atteso [Nome cliente] . Transfer: Signor / Signora [Nome cliente] , trasferirò la chiamata all’Agente di Vendita che potrà aiutarla con la sua.

Welcome/Opening: Bonjour! Merci d’avoir appelé National/ Universal Pen sur pens.com, [Votre nom] à l’écoute. Comment puis-je vous aider? Je suis désolé d’entendre cela, M./ Mme [Nom du client] . Je vais juste accéder à votre compte pour voir qui ce passe. Hold: M./Mme [Nom du client] , puis-je vous mettre en attente pour quelque instants, je cherche à répondre à votre question ? [Attendez la réponse du client] Merci, je reviens dans une minute. Merci beaucoup d’avoir patienté. Transfer: Monsieur/Madame [Nom du client] , je vais transférer l’appel à l’agent commercial qui peut vous aider avec cette question. Veuillez patienter.

I’m sorry for the inconvenience, but the Sales Agent [Agent Name if it is known] is not available right now. I will inform the Sales Agent to call you back as soon as possible. Closing: Is there anything else that I can help you with today? Mr./Mrs. [Customer Name] your feedback is important to us. Please remain on the line at the end of this call to complete our one-minute survey to improve our customer experience. Thank you, Mr./Mrs. [Customer Name] , for calling National Pen. Have a nice day! [Remember to hang up after “Have a nice day!” otherwise the survey will not start.].

NATIONAL PEN at pens.com It Pays DOUBLE NOW To Have 1. 2. German Speaker Friends! Refer someone to the Recruitment Team, by sending an email to tunis recruitment@pens.com mentioning in the subject of the email "Referral" If your referral is Hired: After the first two weeks, you will receive 1 OO TND (Gross), At the end of the temporary contract period or the probation period, you will receive also 300 TND (Gross )..

NATIONAL PEN at pens-corn Terms: • The mentioned conditions are available only for the German language, still you will receive referral bonus for other languages too. • Referral bonus does not apply to returning previous NPL employees. HR; Management team; Supervisor/TL and sales coach and their relatives are not eligible for the referral bonus. • Every person involved in the recruitment process is not eligible for the referral bonus. • As with all NPL bonus and commission schemes these are at Management Discretion and subject to change..