Overcoming Nervousness in Customer Care Calls | Helpful Tips & Strategies

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Discussion Overview

The thread explores participants' feelings of nervousness regarding customer care calls and shares various personal experiences and strategies to overcome these challenges. Participants discuss the importance of customer care and how it can positively impact their business relationships.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Exploratory

Main Points Raised

  • One participant expresses significant nervousness about making customer care calls, feeling like they might be bothering customers.
  • Another participant shares that asking customers if it's a good time to talk can help alleviate the feeling of intrusiveness.
  • Several users mention that customers often appreciate the follow-up calls, noting that many businesses do not engage in such practices.
  • One participant, identifying as a consultant, emphasizes that checking in with customers can help build relationships and encourage repeat business.
  • Another participant suggests starting with friends or family to practice customer care calls, which can ease the transition into calling customers.
  • Some participants agree that the first call is often the hardest, but subsequent calls become easier with practice.
  • One participant notes that a service-oriented approach can help consultants stand out in a competitive market.

Areas of Agreement / Disagreement

Participants generally agree that customer care calls are beneficial and that initial nervousness is common. However, there is no clear consensus on specific strategies to overcome nervousness, as different experiences and approaches are shared.

Contextual Notes

The discussion reflects personal experiences and feelings related to customer care calls within the context of direct sales and home-based businesses.

Who May Find This Useful

Consultants looking for insights on managing nervousness in customer interactions and those interested in enhancing their customer service approach may find this discussion relevant.

S
SandiLeigh
Messages
82
Help,
I am so nervous about making these customer care calls. I think I am freaking myself out way too much.

I know I need to do this to make my business work, but I just feel like I am bugging people.

How do I get over this?
 
After you introduce yourself, ask them if you have caught them at a good time. They can say yes or no...if they say yes, they are giving you permission to talk to them and therefore you are not bugging them!

If they say no, ask when would be a better time to reach them. Take note and call them back at that time!

Don't worry--it gets easier as you make more calls, I promise!
 
And most people are very appreciative that you took the time to find out if they like their products - trust me - most home based businesses don't do customer care calls - I've yet to ever have another business consultant call me to check about my order (and I've ordered from plenty of shows)- This way you definitely stand out as someone who cares.
 
Gina M said:
And most people are very appreciative that you took the time to find out if they like their products - trust me - most home based businesses don't do customer care calls - I've yet to ever have another business consultant call me to check about my order (and I've ordered from plenty of shows)- This way you definitely stand out as someone who cares.
Click to expand...

I totally agree with you! I have never had a customer upset with me for checking on how their products are working out for them. I also have built relationships with them so they will call me for any of their needs.
 
Take the online training course on customer care. I think all of these online training courses are great!
Melinda
 
Gina M said:
And most people are very appreciative that you took the time to find out if they like their products - trust me - most home based businesses don't do customer care calls - I've yet to ever have another business consultant call me to check about my order (and I've ordered from plenty of shows)- This way you definitely stand out as someone who cares.
Click to expand...

That is so true!

I have purchased consumables from many DS consultants (skin care, food, candles, etc.....) and never had any of them call to see how I like it - or if I need to reorder. Some of them, if they would call - I would reorder. Instead, I just wait for the next party, or booth, to pick up what I need.
 
ChefBeckyD said:
That is so true!

I have purchased consumables from many DS consultants (skin care, food, candles, etc.....) and never had any of them call to see how I like it - or if I need to reorder. Some of them, if they would call - I would reorder. Instead, I just wait for the next party, or booth, to pick up what I need.
Click to expand...

Just think of the extra business people could pick up by just calling to check on products!
 
One way to start would be to call a friend or family member who has ordered. Tell them that you are going to call them right back and do a customer care call on them - it is easier when you start with someone you know. Then just DO it. I had a hard time getting motivated to do my first ones too. After the first call (to my mom's neighbor) it wasn't that hard. I wondered why I had been so worried.

I agree, ask if it is a good time that way you know you didn't get them when they were running out the door - just chat like it was a friend and you are checking to see if they are enjoying their purchase.
 
I find that the first call of the evening is the hardest. After that, they get easier. Seriously. Every night I have to make myself pick up that phone.
 
raebates said:
I find that the first call of the evening is the hardest. After that, they get easier. Seriously. Every night I have to make myself pick up that phone.
Click to expand...

SO TRUE!!!!
 
I feel exactly like Gina does. If I had a call from the candle person, or whatever, I would reorder. We can stand out from others with a "Service" attitude. We only stand out when we do it. It takes that first call to feel comfortable. Think in your mind that you are really calling to see how you can help them. People appreciate this.
 

Frequently Asked Questions

What are some effective strategies to overcome nervousness before making customer care calls?

One effective strategy is to prepare a script or outline of key points you want to cover during the call. Practicing your delivery can also help build confidence. Additionally, taking deep breaths and visualizing a positive outcome can reduce anxiety. Remember to remind yourself that it’s okay to take pauses during the conversation.

How can I build confidence in my product knowledge for customer care calls?

Building confidence in your product knowledge starts with thorough training and familiarization with the products you offer. Regularly reviewing product information, attending training sessions, and engaging with other consultants can enhance your understanding. Role-playing customer interactions with a colleague can also help reinforce your knowledge and boost your confidence.

What should I do if I feel overwhelmed during a customer care call?

If you start to feel overwhelmed, it's perfectly acceptable to take a moment to collect your thoughts. You can say something like, "Let me take a moment to find the best solution for you." This gives you a chance to regroup. Additionally, having a list of common questions and answers can help you feel more prepared and less stressed.

How can I handle difficult customers without getting nervous?

Handling difficult customers can be challenging, but staying calm is key. Practice active listening to understand their concerns fully, and respond with empathy. Using phrases like "I understand how you feel" can help diffuse tension. Remember, it’s important to focus on finding a solution rather than getting defensive, which can help keep your nerves in check.

What role does practice play in reducing nervousness for customer care calls?

Practice plays a crucial role in reducing nervousness. The more you practice, the more familiar you become with the process, which can significantly lessen anxiety. Consider role-playing with a friend or colleague, or recording yourself to identify areas for improvement. Regular practice helps you develop a natural flow in conversation, making you feel more at ease during actual calls.

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