Handling and Taming an Irate Customer

Working in a call center company can be easy when someone calls you to show how happy they are with the product and/or the service that they got from your company. However, not all customers will call you to compliment you. There are customers who will make it tough for you to keep your tranquility. Of course, if you are talking to an irate person, it is but natural to be angry too, but remember you are a customer service representative and your job is to make that person realize that he/she should not be angry and that you should not lose your composure.

Below are some tips on how to handle angry customers, whether you are talking to them on the phone or chatting with them, you have to know these things so you will not lose yourself when working

Don’t Take Things Personally

Remember that you are never the cause of the problem that the customer is facing. It is natural for them to vent out their problems with you, but never ever take these things personally. Listen to them and help them find a solution or a way.

Don’t Talk Back

In the customer service industry, it is natural for customers to express their anger and/or disappointment because of the unpleasant experience that they got from your service and/or product. It is also natural for customers to go too far, but remember, just because they went off too far doesn’t mean you have to argue back.

Keep in mind that you need to maintain your company and your personal integrity. Come on, be the better person. Let your customer know that you understand their situation and you are talking to them so that they will be given a solution, not another problem. Tell them that the words and their anger and emotion will never solve the problem.

Let Them Wonder Why You Are Still Kind

If you have already exhausted all avenues to let them calm down, then it’s time to kill them with your kindness. Always be sincere and respectful. Always let them know that you understand them. Keeping calm and controlling your anger will somewhat ease their anger. Tell a little joke or two and you will lighten things up.

Apologize

When the right time comes, apologize. True enough, it is hard to be earnest when you are trying to ease and control your emotions, but if you want to calm and ease your customer down, do it!

Solve Whatever Problems You Have

Once your customer is finally done expressing his/her anger and disappointment, gather all the facts that you need so as to create a solution to the problem. Let your customer know the solution that you have your plate and see if it suits them.

Relieve Your Stress

After a stressful (?) phone conversation, find a way to relieve the stress that you got. Go out, stand and stretch, drink water, go to the bathroom, eat a piece of candy, or whatever. Don’t let stress eat you up or else it will act as a bomb and who knows, the next caller might be your victim.

How Do You Handle Irate Customers?

Keeping calm and controlling your anger and emotion is not as easy as it sounds. As the cliché says, it’s always easier said than done. Tell us your story and how you handled it and let’s have a conversation. 

Importance of Online Presence

The first step to let the world know about your business is having online presence. Today, the number of people who go online are steadily increasing. That being said, it is very important to get online presence for your business and understand the significance of this online presence for the success of your business. The internet is one of the best marketing platforms to get more customers for your business.

Business owners should never ignore the helpfulness and usefulness on online presence, especially now that there are more and more people who go online everyday. Get your business a website so that you will not lose the valuable opportunities.

Having Online Presence Lets Your Customers Know What You Sell or Offer

You will be able to let your customers know what you are selling and/or offering by merely having online presence. By putting your products, their prices, your contact details and ways on how they will order, you will help your customers make the right choices and let your brand be known online as this will increase your sales in the near future.

Can target local audience

This is one of the greatest advantages of online presence, you will be able to target your local audience. People on the area that your company is serving will get to know that your business does exist, they will get to know your brand, your products and your services. This will not only reach your local audience, you will also be able to reach people across the globe.

By aiming for your local audience or market first, you will know what they think of what you offer and make those feedbacks your stepping stones in making your products and/or services better.

Brand Advertising

The number if people getting things or shopping what they need online is increasing. Thus, creating a website is a must for your business for it to be accessible to the people that you want to reach, thus, brand awareness comes into place.

If your product and/or service live by the customers’ expectations, you will get positive feedback in the minds of customers which they will eventually tell others about it and in the near future, will be your customers as well.

Round-the-clock Business

Having on line presence means your business is open all day and all night. Who doesn’t want to make money even when he/she is sleeping? No one, right? That being said, having online presence lets people access your products and services 24/7.

Cheaper Means of Advertising

Being “e-present” is a cheaper means of advertising for your business as compared to print and magazine ads. Doing business online is economical and you can take advantage of this for your online business.

For most businesses having online presence is very much significant as it gives a strong and effective marketing strategies to convert visitors to loyal customers. 

Call Center Jobs in the Philippines

Try getting a Philippine newspaper and proceed to its classified section, you will see there that this section is flooded with companies that are looking for customer services agents. Try going to a job fair at the mall, and you will see that there are a lot of kiosks and stalls that are hiring and interviewing applicants for call center agents. Wondering why? This is because call center jobs are considered as one of the most emerging industries in the Philippines that even the national government of the Philippines has considered it as one of the fastest rising industry in the country.

The Business Directory defines a call center as a telephone service facility set up to handle a large number of (usually) both inbound and outbound calls. Some firms, however, specialize only in calls that are inbound (for assistance, help, or ordering) or outbound (for sales promotion or other messages). Most telephone orders are handled by call centers and not by the manufacturers or suppliers of goods or services.

Because of the high cost of employees and worker incompetence in bigger and more developed countries, the owners of the biggest companies opted to outsource their services to countries which demand a lower rate of work but give efficient work —and Philippines is one of those countries.

Today, the Philippines is now becoming the apple of the eye of foreign countries that are looking for customer care services. The country has become the favorite of these countries because of the Filipino’s excellence in communicating in English brought about by the rooted colonial mentality of the citizens of the Philippines.

Call center jobs is now considered as the key of most people to make a living. Call centers are expected to create jobs for more people. A local job directory stated that there are more than a million call center jobs that are waiting to be filled this year.

Why Do You Need An SEO Service?

SEO or Search Engine Optimization talks about the increasing of a website or a business’ online visibility by paid or unpaid methods. Traffic doesn't mean the literal traffic; it means the number of visitors that are coming in and out of your website.

Surviving in the business world is very difficult because of the tight competition today. That being said, you have to have someone who knows how to increase your business’ visibility online. Who doesn't want a business that is known in Google? Google is one of the ways on how you can be known to your target market. That’s where Clark Outsourcing’s SEO Services come to the picture, this kind of service will ensure that your website to be indexed in Google.

What does Clark Outsourcing’s SEO service include?

Distinctive Content

Have you ever heard of the phrase ‘content is king’? Well, this phrase applies in SEO. Good and quality content can drive a huge amount of traffic to your website. Clark Outsourcing creates such unique content that have no duplicates all over the net. Try it and be amazed.

Simplified and Updated Content

A good website should have simple and updated content. Having an updated content makes your business and website look more reliable that the sites that do not have updated content. This inclusion in Clark Outsourcing will help you; your business and your website reach out to more people to your site.

Proper Keyword Research

Keyword research is researching on good keywords that are relevant to your website, products and services. Having keywords that are not really related to your website or services are useless. Having proper keywords for your website is important for its visibility.

Keywords in Title Tag

One of the most important tags in a website is the title tag, and the best way to increase your website traffic and visibility is placing your keyword on the title tag.

Quality Links

A way to get more popular on your target market is having quality links —inbound and outbound. You may ask all your friends that have websites to link to your website but make sure that you don’t get excessive links otherwise you will be marked as spam.

Clark Outsourcing knows how to get quality links to your website. Try us and be amazed.

Truly, there are many tips online that will help you increase your popularity and visibility. There are a lot of SEO companies that offer their services for businesses like you. But mind you, don’t just choose and pick any SEO company, check out their credentials. Check out Clark Outsourcing. 

Types of Customer Service

Customer service is something that can either make or break your business and company. If people see and find your employees to be very rude, or don’t know what they are doing, they can go to your company’s competitor to get what they need. Of course, no business owner wants that to happen, that being said, training customer service representatives is an imperative for every company. When your company gives out a very high customer satisfaction rate, your business will boom and you will be known as people who provide quality customer service.

Customer service comes in many forms, and the things that people in the company might be doing customer service without them knowing it. It’s always good to pay attention to what you are doing and what your people are doing when they are inside the company or office.

For example, when a customer enters your store or company and shows something to you and asks, “Do you guys have this thing?” if you don’t have that something but have a product that can do the same thing can do better than what he is showing you, say “I am sorry, we don’t, but we do have something that will serve the same purpose as to what you are showing.” That is a form of good customer service.

Customer service also happens on the phone —all time. No matter what industry your business is at it, no matter what brand you have, no matter what kind of business you have, your customers will always call on your hotline. They may not know your office or operation hours or they have a question on the item or service that they have purchased from your company, they will call you. It is important for the person who answers the phone to know how to respond properly and promptly. No dead air if possible. People will continue do business with you if you give what they need properly. People will be driven away from you if the person who is answering customer phone calls is rude and thoughtless.

Customer follow up is another kind of customer service. Letting your customers know and feel that you care for them is a big plus for your company. Let them feel that you —or your company —are making sure that they are satisfied with the item and/or service that they have purchased from you. Customers will remember how concerned you are about them as they will not have second thoughts of calling you or going to your company if they are in need of something.

Customers are the people that will keep your business. If they are not happy, they’ll go to your competitor. When you give good customer satisfaction every single time a customer comes or call you, they will be more than happy to come back to you. Who knows, they can invite people they know to get an item or service from your company. 

Tips for Struggling Cold Callers

To become a good telemarketing professional, you need to know the right things to be successful in cold calling or more likely known as outbound call center professional.

Here are 5 telemarketing tips for a successful outbound call.  

Overcoming Disapproval, Oppositions and Reluctance

These things can be sidestepped by learning how to pitch a good rebuttal. Take down notes on how your customers disapprove you, take down their points and you can create a very nice rebuttal with those notes. Just keep in mind that you use your rebuttals only when they are needed. Save these things when you here and/or feel that the customer is disapproving with what you are offering them. Use them one at a time until the customers say yes.

Always Make a Follow Up

Following up on a sale or an appointment is a major part of any telemarketing process. This is usually done by calling the client or customers again and following up on their purchase or order. Another form of following up is by means of emails.

Take Care of Your Client or Customer

This is simply giving your customer a satisfactory customer service. After the sale is completed, most of us might think that we don’t have anything to do with the customer anymore, please let’s not do that. Customer service or taking care of the customer is important because there are bigger chances of that customer buying another product or subscribing to your company if you take care of them. There are also chances that the customers will promote you to his friends and/or colleagues.

In making calls, it is so important that you are motivated in what you are doing. Stay positive, healthy and hardworking. Absorb and love your profession and you will be as successful as you want to be. 

The Perks of Outsourced Cold Calling

Many businesses consider cold calling as a way to increase their sales and gain more profit, but how many companies are mulling over outsourcing their telemarketing strategies to a trusted firm? Many companies do not realize that there is a great strategy when it comes to cold calling, that being said, it is fair to encourage and suggest that companies should hire outsourcing firms to handle their telemarketing efforts.

Of course when you outsource cold calling, there’s always the question of what to expect from a trusted outsourcing firm to handle that kind of task. Below are several of the things that you can get and enjoy when you outsource this particular task.

Experience

This is probably the number one reason you should outsource your telemarketing efforts —experience. You can expect that the company that will handle this task is experienced. That being said, you will not have to worry about hiring more people and eventually training them to do the cold calling for you.

Are your workers experienced in calling clients and customers? Probably not. This type of task is different from any other form of marketing effort. You can’t expect that your secretary to do the cold calling for you.

Research

Before you dive into the cold calling pool, it is important that you dig into the details fo the people that you want to call. You need to know who you are calling as well as the best time to call them. These things make a big difference in the success of your efforts or not.

Most business and/or company owners do not have time to research their prospect customers, so it’s better if you leave this kind of task to the professionals.

Time

A business owner can never let his/her employee, who is not a telemarketer; do the cold calling during their work hour. These employees can never give up their tasks and work just to do the cold calling. Your business will not be able to function well if you have employees that are focused on calling your customers-to-be . You as a business owner don’t have time as well as you have more important things to do other than cold calling, right?

Results

Driving and producing results is important for any marketing firm because most, if not all, people do not like getting phone calls from telemarketers, its proven. It takes guts, skills and training to call someone who they don’t know.

Good Return of Investment

Because you are getting results —that are good—from having a professional firm to handle your cold calling efforts, you can expect a much greater return of investment. Let’s do the math, how much would you be paying if you hire people yourself and train them to call prospective people? Compare this if you will outsource this particular task, when you outsource cold calling, you will only pay the outsourcing firm and you can go on and focus on more important tasks of your company.