Friday, June 14, 2013

5 Steps for Being a Better Customer Service Representative

The lifeblood of a company is its customers. Without them you would not and could not stay in business. By making sure that you are satisfying your customers needs and keeping them happy, they will not only help you to grow but most likely recommend you to friends and associates. The best way to get new customers is by word of mouth from a trusted source. What this means is that the customer service department is one of the most important positions in the company, especially in a call center as they represent the outward voice of the company to the customer.

Datavo has come up with 5 easy steps to provide better customer service:

1. Make sure to always keep your cool when a customer is upset. They are usually not specifically mad at you but the situation that happened, so do not take things personally. To them at that moment, you are the company not an individual.

2. Let the customer vent. Most likely once they have gotten their anger out they can be reasoned with, especially if your come across as empathetic to their needs.

3. Keep a friendly tone of voice. People can tell when you are upset or happy by the inflection in your voice. If a customer feels you are angry or annoyed it can escalate a situation that would have never happened if the same sentence was say with a smile.

4. Always take the high ground. Never argue with the customer. Always try to diffuse the situation instead of escalating it. For example, if a customer is so irate you cannot help them, you can say "I am so sorry that you are upset, sir/ma'am. I am not able to help you when I cannot understand you. It maybe best if we end this conversation now. When you calm down, give me a call back and I will be more than happy to help you with your issue."

5. Be empathetic and show your human side. Gently let them know you understand their frustration but you need to calm down so that you are able to better understand what their problem is.

We are all human and situations can escalate quickly when we feel like someone is attacking us. Using patience and understanding is much more difficult than just firing back a retaliation. But it is essential that a call center representative do just that. Doing these things will help to resolve your customers problems efficiently and effectively while at the same time promoting your company's reputation.

Sunday, June 9, 2013

25 Qualities of Successful Sales People

Here at Datavo, we have found that successful sales people stand out from ordinary sales people. This happens because they hone specific qualities that make them better. The following is a list of the most important qualities.
  1. Patience
  2. Efficiency
  3. Ethical
  4. Hard working
  5. Tough minded
  6. Great Listener
  7. Asking the correct questions
  8. Sincerity
  9. Quick thinking
  10. Creativity
  11. Well rounded
  12. Positivity
  13. Great Organization
  14. Aggressiveness
  15. Attention to detail
  16. Self confidence
  17. Good sense of humor
  18. Focused
  19. Competitiveness
  20. Resourceful
  21. Thick skinned, resiliency
  22. Informed about their products
  23. Informed about their industry
  24. Informed about their competitors
  25. Flexibility
Any sales person can develop these qualities with a little energy, effort and discipline. In the long run it will pay off especially when you consider how much more money it will help you bring in.

Sunday, June 2, 2013

7 Great 'G' Gages of Great Leaders

It's time of our 'G' installment of Datavo's Business Leaders Attributes by Letter series. You can catch up by reading 7 Fundamental 'F' Factors of Fearless Leaders.

Let's get started with the 'G's...

The old saying goes, 'You catch more flies with honey than vinegar'. By being courteous, kind and pleasant with your employees and co-workers you will gain more respect and admiration, making it easier for you to lead your team.

Gifted Leaders make an effort to also utilize the gifts of each of their employees. They don't look to only elevate themselves they look to make their team the best it can be.

With so many knock-offs, fakes, cheap imitations and spin-offs it can be hard to find things or anyone that is truly genuine, especially with the saying, 'Fake it, until you make it'. Your team will appreciate you the more you keep things real with them.

When you show people that your are determined, courageous your spirit will shine through. You are able to make a tough call by assessing the risks and rewards, and then living with the outcome be it good or bad. 

Being generous does not always mean in a monetary way. Your employees and co-workers will take note and appreciate you more if you are always willing to listen to them and give some of your time. 

Once promoted some people let the power go to their heads. By remaining realistic, sensible and unpretentious your team will trust and respect you more. 

Most likely this is the characteristic that lead you the leadership position you are in. By sticking to the goals that you set and following through you stay focused and continue to move forward. 

Being able to take a joke or laugh at yourself can be one of the most enduring qualities in a person. Knowing when things need to be serious and when a lighter side can be shown separates the exceptional from the mediocre leaders.

To end our list, let's go over 7 'G' words that efficient leaders would never want to be - gullible, greedy, grumpy, guilty, ghastly, generic, or gross.

Feel free to leave any words you think we left off or would have on your own list int the comments. Make sure to look out for our next list of 'H' adjectives.