How to Cut Down on Follow-Up

The most common reason for reps to make follow-up calls is to gather missing or incomplete information.

This month in Customer Communicator, the training and motivation newsletter for frontline reps, Renée Evenson, author of Award-Winning Customer Service reminds reps to get all of the information they need on the first call.

Here’s how:

  • Hear the person out so you don’t jump to false conclusions.
  • If you are not sure what the customer is asking about or looking for, say so.
  • Ask follow-up questions to make sure that you understand correctly.
  • Recap or paraphrase before ending the call.

More on cutting down on follow-up appears in the April issue of Customer Communicator.

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