The following tip comes from Amy Roberts who I worked with on a telesales training course earlier this year in Leicester. She wrote ;

“One tip I would suggest - At the end of the conversation repeat back what has been discussed and what both of you need to do - Then follow it up with an email, this reduces confusion and means you both know what is expected of each other.”

This is sound advice as it helps you manage customer expectations. You both need to be clear what will happen next and when. This advice applies equally to telemarketing, telesales and customer service roles. 

There will be a CD launched soon covering the basics of professional telephone behaviour, there are also 3 audio CDs on customer service http://www.associatedlearningsystems.co.uk/product_list.asp?Section=CUSTOMER%20SERVICE%20SKILLS

This entry was posted on Wednesday, April 30th, 2008 at 6:40 pm and is filed under Communication skills, Customer Service training CDs, Telephone Skills, Telesales Training CDs . You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

One Response to “Get your customer clear - don’t assume”

1. Cheryl Clarkson Says:
   November 4th, 2008 at 5:40 pm

   Have you launched your CD covering the basics of professional telephone behaviour please? If so is it possible to purchase a copy please?

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