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Last Updated on September 18, 2017 by Work In My Pajamas
Every person who works with clients on a daily basis will have had a bad customer service experience at some point. So it’s no surprise that this also applies to telesales. Having a bad customer experience can hurt your customer service performance ratings, and even demotivate some of your staff. But if you use the criticism in the right way, it can actually do some good. For more training in telesales and how to use criticism correctly, get in touch with telesales training coach Simon Kenna.
When you have a bad customer experience, it normally means something went wrong. This may have been because your business has not been able to deliver what the customer expected. No matter what the reason is for the negative experience, the customer will be left with negative feelings about your business and services.
You need to be able to train yourself and your staff to use any bad cold calling experiences to your advantage. Having a negative cold calling experience may not be a mistake made by you or your team. Sometimes the customer finds it hard to communicate their requests. You need to treat every call you make as a lesson, and learn how to prevent bad cold calls in the future.
Here are some ways you can learn from a bad cold calling experience.
- Learn to understand the problem – If a customer complains, treat it as a good thing. When someone complains, they will say where they felt let down or when something happened that they didn’t want. Clarifying the problem with them will help you improve your service and products.
- Figure out how to improve – Reflect on the situation and figure out what could have been done differently. Evaluate and improve your sales conversation quality by listening back over the calls. Listening to your and your team’s calls can help you spot mistakes and improve on them.
- Get some bad customer experience training – Having a bad cold calling experience may show areas that your team is weak in. This could be the perfect time to get them some proper training in telesales, and how to handle difficult customers.
