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Customer service is about more than mouthing the words customers want to hear. You have to sound believable. How do you sound? Try this experiment. Call your own answering machine and leave yourself a message normally intended for your customers. Now replay it. Are you convincing? Does sincerity ring from your voice or are you just mouthing clichs in a disinterested fashion?

Depending your tone of voice you can alternately sound:

Compassionate or Condescending

Confident or Insecure

Knowledgeable or Ignorant

Attentive or Disinterested

Focused or Scattered

Alive or Comatose

Pick one of the following phrases:

“Thank you for calling. We’re excited to serve you.”

“Welcome back. It’s so nice to see you again.”

“We’ve missed you. Thank you for coming in again.”

Mouth it a few times to a colleague next to you or over the phone to a friend.
Now ask your listener:

*”How do I sound?” When you’re monotonal you may sound flat and lifeless.

*How does this sound when you’re tired? Uninspired?

*How does this sound when you’re expressive? Do you generate good will and energy?

*How does this sound when you’re sincere? Is there a genuine quality to your voice?

*How does this sound when you’re friendly? Does warmth emanate from your conversation?

*How does this sound when you are smiling? Does your good humor come translate?

MIRROR MIRROR ON THE DESK
There is a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their beauty or to insure the proverbial spinach isn’t stuck to their teeth. In this case, the mirror has two purposes. First, as a reminder to reps to smile while on the phone. Even though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. This is then conveyed through our voice. We sound more relaxed, friendly and open because we are. The act of smiling activates certain muscles in our face and neck and actually alters our disposition for the better. The mirror both reminds us to smile and confirms we are when we glance at it periodically. Not to sound overly Dramatics, but “What you see is what they get.”

INFLECTION
When we consider the message our voice sends customers, don’t forget to consider your inflection. It is important to understand where in a sentence you put the emphasis. What words do you accentuate? Which words do you emphasize? Depending on your placement of accent you can send different messages with the same set of words. Consider the following statement: “It’s all over my friend.” Depending on the placement of accent and pause, this statement could either lament the end of a successful run of some sort, or be describing the result of a sick bird flying overhead of your pal.

Similarly, this statement, based on inflection, may send two entirely different messages: “What’s that in the road ahead?” or “What’s that in the road, a head?” You can see how inflections inform. Let’s make sure the information we convey is supported by our inflections.

Actors often take the Shakespearean phrase “to be or not to be, that is the question” and repeat it alternately while emphasizing different words. For instance, one variant might be “To be or NOT, to be THAT is the question!”

Your team can take the following sentence and, depending on inflection, deliver it in as many different ways as there are words7!
“I can’t believe he took the money.”
If you use sarcasm throughout the sentence it alters the meaning an eighth way!

Revisiting our triplet of phrases let’s see how inflection alters their meaning:

“Thank you for calling. We’re delighted to serve you.”

“Thank you for CALLING. We’re delighted to serve you.”

“Thank you for calling. We’re DELIGHTED to serve you.”

“Thank you for calling. We’re delighted to SERVE you.”

“Thank YOU for calling. We’re delighted to serve YOU.”

For yourself, try this same exercise with each of the statements below, accenting different words within each sentence so as to find the inflection that best conveys your sentiment.

“Welcome back. It’s so nice to see you again.”

“We’ve missed you. Thank you for coming in again.”

VOICE YOUR CONCERN
Using a pleasant tone, effective intonation, and empathic emotion your voice can go a long way toward helping customers feel heard, valued and cared for. Mama was right, it is more than what you say, it’s how you say it too!

I always wanted to start my own venture. My dreams were big, but I didn’t want to just make a lot of money I wanted to create something and that was Justdial. I wanted to touch the lives of a million people.

-Ask me’ was the foundation for Justdial, where did you get the idea?

While I was employed at United Database a Yellow page directory services I used to see people leafing through heavy books of for one small yet important piece of information. This made me wonder if I could provide the same service over the phone.

How did Justdial launch?

I shifted to Mumbai where my business idea had a huge potential. I started Justdial with a total capital of Rs. 50,000. Once the Justdial concept was in place, we required a strong brand name, as well as a memorable phone number. Thus, the name and the number 8888888.

Can you tell us about Justdial’s preliminary business plan?

-Start small, Think big’. We had a simple approach, impress prospective customers by offering a great product/ services with a friendly user experience and product demos.

How did Justdial go about hiring and retaining your initial manpower?

We went for intelligent fresh college graduates as we could shape them the way we wanted. Secondly we kept their interests in mind and everyone from tele-sales person to the collection boys were paid incentives. Also the opportunity for constant learning and growth at Justdial, retained our employees.

Growth in cell-phone usage must have been a turning point for Justdial?

Cell phone penetration has been the key to Justdial’s success. Also WAP search through mobiles is on increase due to wireless broadband on mobile phones.

List Justdial’s initial challenges?

The first challenge was capital. The second was acquiring the best talent and finally marketing money to reach our target audience.

How well has the open source technology worked for Justdial?

Open source technology helped Justdial to scale-up in a seamless manner. We were able to establish best practices from various fields and add value to our search process. This approach allowed us to get more information and give refined results to our end-users.

Has Justdial entered the international markets?

Yes and the first step towards it is providing Justdial service in USA, North America on a toll free number 1-800-500-0000 and 1-800-Justdial.

What’s your advice to budding entrepreneurs?

If you don’t dare to dream, you will never know what you can achieve. Justdial was my dream and I made it.

About the Author

Justdial was launched in 1994. Today it is a leading , registering an average monthly growth of 40%. Currently offers its services in 250 cities and operates directly from 12 city offices.

Introduction

In the Information Age, communication is key. In this regard, if a business or other type of project is being contemplated, it is imperative that a well written, properly prepared request for proposal document and ultimate proposal itself be crafted and created in a professional manner. With this in mind, not every entrepreneur or organizational leader has the necessary writing tools and abilities to be able to create a vibrant, viable and ultimately useful request for proposal or final proposal document, depending on the situation at hand.

Because many organizational leaders and entrepreneur’s understand their literary limitations, these people have been turning — in ever increasing numbers — to outsourcing when it comes to the creation of both requests for proposals and proposals themselves.

The Growth of Outsourcing in the 21st Century

One of the most amazing trends of the past decade is the amount of outsourcing that is occurring. Businesses and organizations of all types have been outsourcing an ever increasing number of functions to providers located both domestically and abroad. (Indeed, outsourcing in the 21st century has nearly become synonymous in many peoples’ minds with outsourcing to foreign nations. Even with that recognized, it is important to understand that outsourcing can occur both on a domestic as well as an international or foreign front.)

Many companies and organizations initially jumped on the proverbial outsourcing bandwagon in the first instance because they could save money by outsourcing certain functions — again, customer service and customer service call centers being prime examples. Significant savings could be realized when these functions were outsourced to other nations (usually less developed nations) around the world.

In time, some business enterprises and other organizations outsourced to third parties because there were third party providers that have a particular expertise in a given functional area. One area in which a great deal of outsourcing is occurring because of expertise is in the arena of copywriting and document preparation. Rather than relying on adequate written materials prepared in house, many enterprises are turning to highly competent and experienced professionals to create documents including proposals and requests for proposals.

When engaging an outsourced consultant or freelancer to complete a request for proposal document, you must make certain that this individual understands clearly the parameters of the proposed project on all levels. Inasmuch as this may deal with proprietary information, it is important that you obtain a non-disclosure agreement from the freelance provider.

What Elements You Must Include in a Request for Proposal Document

If you are interested in outsourcing the creation of a request for proposal document, there are some elements that you must include in such a document, that you must make certain that the freelancer you engage includes within the request for proposal document.

A specific, concise statement setting forth the parameters of the project. A person who is being presented with a request for proposal does not have an indefinite amount of time to review information in such a document. Therefore, it is vital that a request for proposal document contain a quick, concise and accurate rendition of what is needed in the request for proposal document itself.

A timeline for completion is also a must when it comes to a request for proposal document. A freelancer involved in the creation of this document must be provided with accurate, realistic and up to date information about the timeline involved within the confines of the proposal itself.

Budgetary information — including revenue and expense projections — must be contained within a request for proposal document. This includes expected and anticipated fee payments that will be tendered to the person who prepared the request for proposal document on an outsourced basis as well.

One of the best ideas that I have seen being done successfully from home is telemarketing. Many businesses need somebody to generate new leads and make appointments for their sales people. They are willing to pay someone who has some telesales experience and can work unsupervised over 30 dollars per hour for making calls. Some businesses pay per appointment but if they know that you are good they will be happy to pay hourly rates.

All you need for this type of work is a broadband internet connection, a dedicated phone line with unlimited national calls, a headset and a quiet room in the house so that you are not disturbed.

The great thing about working in telemarketing is that you can choose the hours you would like to work. The downside is that you have to make a lot of calls even when you do not feel like talking to anybody!

Running an interior design service from home can also be lucrative if you have an eye for the latest trends and understand how to coordinate different colours together. There are many courses you can do that will bring you up to speed very quickly.

Being an interior design consultant means that much of your time will be spent at other people’s houses and places of work in order to evaluate your client’s requirements and get approval for your ideas.

My cousin started doing this part time and now it has turned into a full time job. She gets payment in stages with a third paid upfront, another third when she is half way through the task and the remainder once the client is happy that all their objectives have been met.

She is very good at interior design, so she never has to advertise as all her work comes from word of mouth.

Selling goods on ebay can make you money if you stick at it. One guy I know gave me the following tip on how to make money on ebay – “buy on the streets and sell on ebay” was his advice. He spends half his time searching for goods whether it be job lots or individual items that households no longer need.

If you love car boot sales, second hand market places and do not mind trawling through peoples possessions in their attic, this could really be great fun and make you some money at the same time!

It is very hard to become a millionaire on Ebay now that so many people are doing it, but to generate a second income stream is fairly easy. You can sell absolutely anything on Ebay but it is important that you establish a good reputation as a supplier. Make sure you have to have a refunds policy in place for disgruntled buyers and only buy items that are in great condition.

When searching for ideas to work from home with, make sure that you do not choose a business opportunity just on the basis of how much money it can make you. Rather choose something that you will enjoy doing for years to come and have a definite flair for. You will almost certainly make money if you persevere and learn all the tricks of the trade.

One of the best ideas that I have seen being done successfully from home is telemarketing. Many businesses need somebody to generate new leads and make appointments for their sales people. They are willing to pay someone who has some telesales experience and can work unsupervised over 30 dollars per hour for making calls. Some businesses pay per appointment but if they know that you are good they will be happy to pay hourly rates.

All you need for this type of work is a broadband internet connection, a dedicated phone line with unlimited national calls, a headset and a quiet room in the house so that you are not disturbed.

The great thing about working in telemarketing is that you can choose the hours you would like to work. The downside is that you have to make a lot of calls even when you do not feel like talking to anybody!

Running an interior design service from home can also be lucrative if you have an eye for the latest trends and understand how to coordinate different colours together. There are many courses you can do that will bring you up to speed very quickly.

Being an interior design consultant means that much of your time will be spent at other people’s houses and places of work in order to evaluate your client’s requirements and get approval for your ideas.

My cousin started doing this part time and now it has turned into a full time job. She gets payment in stages with a third paid upfront, another third when she is half way through the task and the remainder once the client is happy that all their objectives have been met.

She is very good at interior design, so she never has to advertise as all her work comes from word of mouth.

Selling goods on EBay can make you money if you stick at it. One guy I know gave me the following tip on how to make money on Ebay – “buy on the streets and sell on ebay” was his advice. He spends half his time searching for goods whether it be job lots or individual items that households no longer need.

If you love car boot sales, second hand market places and do not mind trawling through peoples possessions in their attic, this could really be great fun and make you some money at the same time!

It is very hard to become a millionaire on ebay now that so many people are doing it, but to generate a second income stream is fairly easy. You can sell absolutely anything on Ebay but it is important that you establish a good reputation as a supplier. Make sure you have to have a refunds policy in place for disgruntled buyers and only buy items that are in great condition.

When searching for ideas to work from home with, make sure that you do not choose a business opportunity just on the basis of how much money it can make you. Rather choose something that you will enjoy doing for years to come and have a definite flair for. You will almost certainly make money if you persevere and learn all the tricks of the trade.

Hello, says the lively voice of someone who has probably seen fewer summers than you. My names Dan and Im calling you from Gadget Phones Ltd.

As your tea goes slowly cold, you realise with despair that its a telesales agent.

But they are just people earning a living. There are nearly 60000 of them out there – and who they gonna call? YOU!

Telesales agents are employed by call centres, sales departments, etc. Their mission is to sell, sell, sell. They must reach targets, offer, and persuade.

Their usual activities include:
lPromoting a product or service or special offers.
lSetting up or cancelling direct debits.
lKeeping computer records with details of calls and listing agreed call backs.
lTaking orders, and arranging for dispatch of goods and invoices.
lCarrying out market research.

Telesales staff work varying shift patterns seven days a week, starting as early as 7 or 8am and finishing at 10pm or later.

Starting salaries for telesales staff begin at around 11000 with good prospects for bonuses and promotion for those who work hard and go the extra mile.

No formal qualifications are needed, but basic numeracy, literacy and IT skills are important, along with a clear voice and an engaging outgoing personality. This is no work for shrinking violets.

Trainee telesales agents will usually have one to three weeks basic training before sent out on to the floor with headset in hand. Further in job training is provided either on a group or individual basis as required. Staff will be allowed time off calls to take part in games designed to build a team spirit and encourage competition.

Pressure is intense, telesales staff are expected to hit targets and keep hitting them, shift after shift. Incentives, commission and bonuses are on offer for hitting targets.

Vacancies are advertised in specialist publications, newspapers and websites, and by recruitment agencies.

The most common student jobs available are bar work, waitressing or customer retail services. Telemarketing or telesales are easier to find and generally pay well given that the right candidate can produce impressive sales results. A job in telesales is not suitable for everybody; many will feel daunted by the pressure of reaching high pressured targets and doing something that is repetitive. Normally as a university student, it may be easier to work at the student union bar to earn some quick cash each week and perhaps enjoy the perks of receiving discounts on drinks.

These days more student jobs are being offered to match what they are studying. For example web design students are finding that more employers are willing to take them for freelance or temporary contracts, giving the students an opportunity to earn money, learn something and build up a portfolio whilst studying full-time. Many students, depending on what they are studying, will want to gain some valuable experience in their chosen career paths rather than work long hours at a bar for some cash. As all students know, working part-time whilst studying can be a difficult task so doing this whilst you are in the first year of university is a great time to start.

The trouble is where does one find an opportunity to gain valuable work experience and what are the chances of it being a paid position? The fact remains many students accept unpaid internships for a short time, either after graduating or during a gap year. However, there are agencies that offer student jobs that may involve working with a company as a freelance professional, or on a temporary contract. Finding freelance work is a good way to build upon your CV as these positions may lead to something better within the same company (provided your work impresses the employer).

These days, businesses and organisation recognise the importance of hiring fresh new talent and aspiring professionals. For many companies hiring student workers either on a temporary contract or as a freelancer is much cheaper than hiring a full-time professional seeking a permanent position. This is beneficial for both the student and the business; therefore as a student you can use this opportunity to your advantage and gain a good reference.

For students only just beginning their university experience now is the best time to begin researching freelance positions or temporary jobs, either through an agency or using your own approach. The issue of debt is something many students are facing, therefore it is worth looking into opportunities such as these to bring in a small income and boost your chances of securing a permanent position after finishing your studies.

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