How many words does it take for you to determine if the customer on the other end of the line is in a bad mood?  One?  Maybe two?  You hear your customer’s voice and you can’t help but start to pass judgment on cranky old Mr. Smith.  After the conversation is over, you turn to your co-worker and say, “You won’t believe the jerk I just spoke with!”  Your teammate nods her head and smiles as she says, “Wait until I tell you about mine!”  Before you know it, everyone is talking about their customer as that jerk or that idiot that needs to get some manners.

How many words do you need to utter before your customer concludes that you will be happy to help or that you will be difficult to work with?  The process of associating a face or image to a phone voice is what Tooty coined as Telepicting ™.   And your Telepicture sets the stage for what happens next.  You can disarm a cranky customer with a cheerful voice or turn around someone who is having a bad day.  You can win a sale, collect more money or rescue a bad situation based on voice, attitude and wording choice.

Your company or organization’s website lets the world know what to expect when they call in or meet a representative.  The wording on your website probably describes your staff in such glowing terms that the expectation is high.  The customer or citizen you serve may be looking forward to the great experience.  Do you really know what happens when someone calls in to your call center, help desk, department or office?

You need help from the expert team at Tooty if:

1. You want to confirm your staff is doing an amazing job over the phone.
2. You want to discover areas where your team could be more effective and positive.
3. You have the same problems today that you had yesterday, last week or last month.
4. Departments are not working together effectively.
5. Your call volume is out of control resulting in long hold times and customer complaints.
6. You need to motivate your staff.
7. Internal customer service, the way office staff treat each other, needs improvement.
8. You need to train those who are back-up customer service representatives.

Tooty Inc. has been a leader in customer service and sales evaluation and training since 1988. 

• Listened to and evaluated over 250,000 conversations
• Trained thousands of individuals in customer service, sales, accounting, human resources, help desk/IT and leadership positions.

For more information contact: Lori Miller at 708-478-5772 or lori_miller@tootyinc.com