Find Answers Over the Phone

摘要

When your customer calls about a wildlife problem, it is necessary for you to gather information that will assist you in being prepared to respond to their particular situation. Like a reporter, you need to get as accurate a perspective on the story as possible. Keep the client focused on the present. I have found that customers like to begin talking about their first encounter with wildlife five years ago. Coach the client to talk only about the present situation, preferably within the last 30 days.Remember, your client will be quite distressed. Don't be surprised if the client overstates the problem. A small problem to you will be a huge problem in the mind of your client.