Here’s a Great Energizer for Telephone Techniques Training Classes

Happy

In March I facilitated a 2-day Soft Skills training for more than a hundred people for a client in South Dakota. Do you know how hard one must work to keep 100 people fully engaged for 2 full days?

Hard. You have to work hard. And creatively. Of course, one must have endless energy too.

Fortunately I am anointed to engage audiences with boundless energy and stories. But it takes more than that. You have to engage audiences and keep them nearly spellbound. Or else you’ll lose them to their smart phones or thoughts.

I was going into the final inning of this 2-day training in South Dakota. Participants had just returned from lunch. If you’re a seasoned trainer, you know that the hardest part of training is right after lunch. That’s when you are at the greatest risk of losing your audience.

So, here’s what I did. Immediately after lunch I instructed my audience, already clustered in small groups of 8 at round tables, to think of a company. Any company. Small groups thought of all sorts of companies: Wal-Mart, Zappos, a taco restaurant, and pretty much any business you might imagine.

Red Phone

Then I explained to my audience that they would be calling up the company they chose. They would have one person in each small group make the call from their cellphone while the rest of the group listened in on speaker. They were to make a routine customer inquiry. The goal was to look for what made the call amazing, mediocre or poor and then come back and give short presentation to the large group.

Because my audience was large, more than 100 people, I had several groups leave the ballroom and find quiet spots throughout the event center. I allowed 10 minutes for the call activity.

Customer Service Training

After about 10 minutes, I called the groups back in and we heard presentations of horrible customer service calls, WOW calls and lots of unimpressive, but not really bad calls.

This activity served 4 purposes:

1. It got my audience up and moving right after lunch, a time when people might otherwise surf their phones or drift somewhere in their heads. Or even sleep.

2. All audience members were fully engaged. They were engaged in choosing the company, engaged as they tried to figure out where the exercise was going, and they were fully involved in making the call and preparing presentations.

3. Participants learned what a great call sounded like and felt like. In the debrief after presentations, we discussed how we could take the great and apply it to their own calls with customers.

4. People got to hear what bad and mediocre calls felt like. The goal, of course, was to make sure they never left customers with the bad feeling of poor customer service.

Keep your audiences engaged with energizing activities that teach an important point. (This is particularly important after lunch and in the late afternoon.) When you do, your audiences will have more fun, learn more and they’ll think you’re awesome.

Train the Way Myra Golden Trains Using Her Trainer Facilitator Kits!!!

Fully Customizable Facilitator Kits Using the Myra Golden Training Method

Training Kits Available for the Following Topics:

All training kits include:

  • Reproducible comprehensive participant workbook that drives home key points and serves as a reference point long after the training is over.
  • High-impact PowerPoint slide deck that you can use as-is or customize with your logo and specific examples.
  • Detailed trainer’s notes to help you quickly get ready to train.
  • Certificate for free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it!
  • Delivered digitally so that you’ll have this entire training system at your fingertips in minutes!
  • How-to hints for delivering the very best training

Related

I Took My Client on a Field-trip to the Apple Store

What a Myra Golden Training is Like

Ways I Engage My Audiences

How to Get Customer Service Reps to Express Empathy

Are you a corporate trainer who is looking for customer service training to deliver to your team?

National Customer Service Week (Oct 6-10) special 60-minute webinars for Contact Center Reps

One of my favorite mugs

Pour up a cup of coffee and join us for a high impact webinar in honor of National Customer Service Week!

All events are 60 minutes and are specially priced at $199 each per company

(National customer Service -Week is October 6th – 10th)

October 7, 2014 1:00 – 2:00pm ET

Telephone Techniques + Call Control: Simple Skills to Help You Improve the Customer Experience

The telephone is one of the best branding devices out there. Over the telephone you get 3-5 minutes of your customer’s undivided attention. If you get the interaction right, you can create a memorable experience, generate positive word-of-mouth advertising, and build customer loyalty, which leads to increased profits. This training introduces (or reinforces) basic, yet fundamentally important telephone skills and presents a solid call strategy. Additionally, attendees will learn 9 powerful, but polite call control strategies so that they can easily get whiners, ramblers and storytellers to cut to the chase.

View outline/Register

Wednesday, October 8th, 1:00 – 2:00pm ET

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections

The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. You’ve gotta read this outline!

View outline/Register

Thursday, October 9th, 1:00 – 2:00pm ET

Stop Screaming at Me!
You don’t have to get frustrated dealing with demanding, irate, or unreasonable customers and you don’t have to put up with verbal abuse and threats from customers.

If you have the right tactics and techniques and the motivation, you can get any angry customer to back down and ultimately regain the customer’s goodwill. I want to get you started down the fast track to total confidence and skill in dealing with frustrating customers. See what this web training is all about.

View outline/Register

“I just viewed the replay of the webinar you did not long ago with citrix online and I was so enlighten and amazed to hear such outstanding information. I am a marketer and I knew surface level some of the information you shared but you went deep and took it to another level of understanding for me, the light bulbs of ideas and solutions have been bombarding my mind ever since. I simply desired to say thank you.”

James Stuart

 

Master Customer Service Course – in a 4-segment video!

Give your employees skills to surprise and delight customers, deal with difficult customers with finesse and ease and to craft emails and chat interactions like a pro — even if they are struggling today, have bad attitudes or no previous training has worked!

Master Customer Service Course.001

I promise, after taking my online video Master Customer Service Course, your employees will be inspired — and you will be thrilled with the new skills they demonstrate for conveying real empathy, making connections with customers, getting angry customers to back down and handling emails and chats far more professionally. I truly think you’ll be STOKED with the improvement in your customer experience after your employees take this training.

My Master Customer Service Course is CLEAR, CONCISE AND geared to give your team QUICK RESULTS that will keep your employees engaged and excited about their developing skills.

In my Master Customer Service Course, I teach your employees:

How to Talk to Customers (Video #1)

You can sample an excerpt from my “How to Talk to Customers” webinar below.

  • When you don’t feel empathetic, you sound insincere and indifferent. I walk your employees through 2 powerful exercises to help them convey real empathy in their words, tone and pauses.
  • The art of connecting with customers…make emotional connections with your customers through acknowledgement, being fully present and by mirroring the customer.
  • 7 ready-made phrases that convey sincere empathy (when combined with the right attitude and tone)
  • How to correct a mistaken or confused customer. This is fragile territory, but I will show you how to tread lightly, yet confidently. You will learn how to take yourself out of the middle of the issue and make the truth as easy to accept as a spoonful of honey.
  • Exactly how to handle a problem that is actually the customer’s fault. I explain why you can’t outright tell a customer he is wrong, even when he is, and I show you how to tactfully help the customer to see things the way you need them to.
  • There are some words you just can’t say to customers. I’ll show your people how to sterilize your communication so that they don’t evoke a negative response from the customer.
  • How to make customers feel smart/good even if they ask “silly” questions.
  • Needs are met!.…Proactively work to meet your customers’ expressed and un-expressed needs…I introduce two powerful analogies that will ensure your employees retain this strategy and that they have the inspiration to truly meet un-expressed customer needs.
  • Exactly how to make every caller feel taken care of…6 ideas from the Apple Genius Bar.
  • The customer service icon that customer service professionals are flipping for…what Gumby can teach you about empathy, tone and solving problems customers experience…This new approach to service delivery is fun to implement, sticks with your employees, and truly surprises and delights customers.

Master Customer Service Course Myra GoldenGumby is one of the most memorable examples from this video!

How to Deal with Difficult Customers (Video 2)

  • The little-known simple strategy for laying a foundation and winning over difficult customers right from the start
  • 3 Comebacks for the customer who tries to manipulate you with intimidation or aggression
  • The psychology of consumer anger…what you need to know so that you don’t inadvertently set a customer off
  • 20 powerful phrases, word-for-word, to help you regain control of a tough situation with a difficult customer
  • The best way to politely get a rambler or storyteller to cut to the chase
  • How to keep yourself from becoming upset and unraveled when dealing with irate or unreasonable customers
  • The number one way to handle the customer who demands to speak to your manager
  • The four indispensable techniques for moving difficult customers out of the emotional right brain to the rational left-brain so they can calm down and listen to you
  • The number one thing you can do to regain control of a conversation with a difficult customer
  • How simply saying, “You’re right.” can stop a ranting customer cold. But you have to know how and when to use this tactic.

So you can deal with difficult customers with ease, effectiveness and confidence, and in such a way that regains goodwill, even if you never dreamed you could. 

Take a 15-minute test drive of this video right now.

 

 

The Essentials of Front Desk Saftey.001

 

How to Write Business-Friendly Emails That Emotionally Connect with Customers (Video #3)

  • Build instant rapport with your customers by writing with a casual, contemporary tone
  • How to structure your email for greatest impact
  • Benchmarking the best of the best: Outstanding email examples from such service legends as Zappos.com, QVC, Amazon.com, BestBuy, and more
  • Why you need to communicate with short sentences and short paragraphs in email
  • How to write short, descriptive subject lines and why you should
  • Kid-glove techniques for responding to complaints over email when you can’t say “yes”
  • How to avoid negative words and phrases in email that can push your customer’s hot buttons
  • How to know when it’s time to break the email thread and just pick up the phone
  • The greatest major hurdle to completely answering every question customers pose in emails:  Once you’ve reached this special “tipping point,” your email response will suddenly hit a whole new level    
  • The 5 grammar gaffes that rob you of credibility – and how to avoid them
  • Proofing techniques expert editors use

I include example best practice emails from great companies like Zappos, Southwest Airlines and JcPenney…

Myra Golden Complaint Response Email

How to Deliver the Very Best Chat Customer Experience (Video #4)

Get the chat started off right with an upbeat tone and by establishing rapport

  • Skip a wordy greeting and offer help right away…because that’s what your customers want!
  • Is small talk appropriate over chat and if so, what is considered appropriate?
  • How to sound warm, conversational and friendly when you have to ask the customer several questions.

Best practices for the best chat customer experience

Best practices for the best chat customer experience

  • Treat the chat experience like a phone call….<60 second interaction, resolve the issue on that chat or make every effort to get the sale.
  • The 3 crucial components of conversation flow over chat.
  • How to find the right balance between free form and canned responses for the most personalized chat experience.

Proven ways to convey an “At your service” attitude

  • How “standing by” while the customer completes an order or application can make a tremendous impact on the customer’s satisfaction with the chat experience, while requiring very little effort on your Reps’ part.
  • The importance of keeping customers apprised while Reps are searching for information…and exactly how to keep customers updated. NEVER make
  • Take every step possible to reduce customer effort during the chat experience….be brief, clear and swift.
  • When the chat request is beyond the scope of the chat Rep: Verbiage that makes the customer feel taken care of and also makes the chat Rep sound knowledgeable and helpful.
  • The chat opening sets the tone, but the closing is what leaves the overall impression and supports the corporate brand. We’ll show you exactly how to close a chat session.

Your Master Customer Service Course includes these bonuses:

Bonus #1

Managing to Eliminate Unacceptable Employee Performance and Behavior: How to Handle Difficult Employees and Bad Attitudes with Ease – a 2-hour webinar recording – a $299 value!

Bonus #2

My book, Beyond WOW in ebook format

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The explosive ideas in this book will help you go beyond the WOW experience to build, repair, and grow customer relationships. – a $20 value!

Click to order Master Customer Service Video Course.

Your satisfaction is assured through our no-risk, no-questions-asked money-back guarantee.

If for any reason, you or your employees are not thrilled with this video training experience, just contact my office within 30 days and we’ll refund your registration fee.

What I’m saying is don’t decide now ifthe Master Customer Service Course is right for you.

Take this training experience – risk free.

If my Master Customer Service Course doesn’t help your employees convey empathy and friendliness, if I don’t guide them step by step through how to deal with difficult customers, if I don’t take them by the hand and teach them exactly how to structure emails for maximum emotional connection with your customers and show your people how to consistently create warm experiences over the phone, then we don’t deserve your registration fee and we’ll gladly give it back.

You have nothing to lose!

So, how much is this tremendous training experience going to cost your company? Well, the regular price for the Master Customer Service Video Course is $199, but only for a limited time!

Plus, because this is the virtual video training version of the Master Customer Service Course, you can access the course immediately access the training….and you can download and save the course and have it forever.

Click to order Master Customer Service Video Course.

 

How to Talk To Customers Series: “Pacing to Build Rapport & Trust” (Starbucks did it today)

How to Prepare Your Employees for Black Friday

This week I delivered a web seminar entitled “How to Talk to Customers.” One of the techniques I shared in this program was “Pacing.” Pacing is simply pacing the customer by mirroring their words, sense of urgency or need (or lack) for detail. This morning I had a perfect example of pacing at Starbucks in the drive-thru. I’ll tell you about my experience in just a second.

When I watch my daughter and her friends together, they tend to talk alike and display similar body language and energy. What they are doing, without even realizing it, is mirroring one another. Research shows that pacing or mirroring helps to build trust and rapport. Close friends do this instinctively. So do charismatic people.  You can establish trust and rapport with your customers by intentionally, but subtly, pacing their words, tone or body language.

Friends

Now, let me tell you how Starbucks paced me this morning. When I pulled up to the window at Starbucks, I ordered, “I’ll have a Venti Hazelnut Macchiato with Skim Milk.” Starbucks employees at this location often repeat back to me, “I have a non-fat Venti Hazelnut Macchiato.” That is accurate, as Skim is nonfat. But this morning the Barista repeated back verbatim my words. Instead of saying “nonfat,” she said exactly what I said, “I have a Venti Hazelnut Macchiato with Skim milk. Will there be anything else for you?” What she did is paced me or mirrored me.

 

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Pacing is a simple and powerful way to make personal emotional connections with customers and to establish rapport and trust. Subtly pace your customer’s words, tone, energy, sense of urgency or body language and you’ll deliver a more refreshing and memorable customer experience.

You can sample an excerpt from my How to Talk to Customers” webinar below.

On Demand Webinar – A video recording that you can download immediately and have forever.

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections

The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. You’ve gotta read this outline!

View outline/download

Sipping My Dark Italian Roast and Doing a Run-through for, “How to Talk to Customers.”

One of my favorite mugs

I’m sitting at my desk, sipping my dark Italian roast latte and doing a run-through of tomorrow’s web training, “How to Talk to Customers” and boy, am I excited!  This is such an important training because it addresses head-on the 4 biggest problems to today’s telephone customer experience:

  1. Perception of apathy/rudeness
  2. No acknowledgement of the customer’s problem
  3. No sense of urgency
  4. No personal connection

It’s true. The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers. And the “right training” is what my clients are going to get tomorrow.

In this training, my clients will learn how to diplomatically handle a problem that is actually the customer’s fault.

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They’ll get specific phrases on how to acknowledge a customer’s concern.

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And I’ll keep them engaged with goal-setting activities and memorable analogies.

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***Note*** This event has passed, but is available as an on-demand video webinar. If you’re concerned about the way your Representatives talk to customers over the phone, you may want to get them enrolled in tomorrow’s big event. If you can’t attend the live event, enroll anyway, because you’ll get the video recording. The recording never expires and can be used for new-hire, refresher training or to coach a specific employee one on one. 

You can sample an excerpt from my How to Talk to Customers” webinar below.

On Demand Webinar – A video recording that you can download immediately and have forever.

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections

The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. You’ve gotta read this outline!

View outline/download

Great Customer Service From the Top of the Day to the Bottom of the Day

When I managed a contact center, I actually had our phones set to come on 5 minutes before our posted hours and to stay on 5 minutes past our posted hours. I did this because I wanted to surprise and delight our early bird customers and I wanted to offer relief to frantic customers who just couldn’t call before quitting time.  A great service experience from top to bottom has always been a fierce focus of mine. Today I discovered a grocery store that shares my idea of opening up just a little earlier for customers and staying open later. I’ll get to that in a minute. First let me tell you about a service fail.

My daughter and I walked into a drug store 15 minutes before closing one night. The lights were already dimmed and the closing announcement blasted over the PA system at least 3 times during our short trip into the store. Employees were busy shutting down registers and scurrying around to get things locked down by 9pm. My daughter and I felt like unwelcome guests at a party and we felt compelled to rush our shopping so that the workers could get out of the building no later than 9:01pm.

This morning I visited Natural Grocers, a wonderful natural and organic grocery store. I noticed their odd store hours posted on the door.

Monday- Saturday:  8:56 am – 8:04pm

Sunday: 9:56am – 7:06pm

Natural Grocers Great Customer Service and Odd Hours

Intrigued by the unusual hours, I went to the company’s website and found this:

We have a real pet peeve about those loud announcements that you often hear in stores, like this one:

“ATTENTION SHOPPERS! THE STORE WILL BE

CLOSING IN FIFTEEN MINUTES! PLEASE MAKE

YOUR SELECTIONS NOW AND GET TO THE

CHECK OUT SO WE CAN GO HOME!  NOW!”

Instead, we think if you have come to shop with us we should be happy you are here.  If you come a little early, we will open the doors with a smile to get you inside.  If you show up right at closing, you are still welcome to come in and shop at your leisure.  Those odd hours we list on the door are just a reminder to our staff and to you that we promise to welcome you and we will stand by that promise.

My service experience at the drug store wasn’t horrible, yet it was far from remarkable. The friendly hours of Natural Grocers was refreshing and it matched the service I got in the store. Align your processes, policies and people to deliver an amazing experience at the top of the day, throughout the day and at the very end of the day.  If your contact center hours are 8am – 7pm and someone calls at 6:59pm, they deserve your full attention and a complete and enthusiastic service experience. Do a little extra and you’ll be sure to give your customers a memorable and refreshing customer experience that they’ll rave about.

If you’re into organic and natural food, you might want to check out Natural Grocers. Great selection and really great prices. Not to mention, wicked-cool store hours.

Natural Grocers Tulsa

Special Video Training for Customer Service Representatives – How to talk to customers: Empathy and Tone

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections On Demand Webinar Training

This new video contains a step-by-step approach to speaking with customers with a friendly tone, empathy and concern.

Your people will lean the secrets for making personal emotional connection over the phone, personalizing email and chat, and how to convey empathy and concern.

How to Talk to Customers: Empathy, Tone and Making Personal Emotional 

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The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. You’ve gotta read this outline!

Just $249 per organization

Download your copy today

Resources for My Progressive Business Seminar Attendees

Today I’m speaking at a Progressive Business Conference on how to build rapport over the telephone. As a special bonus for my attendees, I am providing resources to help create an amazing customer experience. Enjoy.

 

Telephone Call Flow Strategy

The telephone is one of the best branding devices out there. Over the telephone you get 3-5 minutes of your customer’s undivided attention. If you get the interaction right, you can create a memorable experience, generate positive word-of-mouth advertising, and build customer loyalty, which leads to increased profits. Getting the interaction right usually requires a call strategy of some kind. Here is the 9-point call strategy my consultants use to improve the customer experience with our clients.

What to Say to a Yelling or Cursing Customer

It’s rare that a customer goes ballistic, but it happens. Here’s how to handle the tough customer. 

Polite Ways to Get the Long-winded Caller to Cut to the Chase

Practical tips for getting chatty-Cathy to get to the point, click here.

20 Diplomatic Phrases to Help You Regain Control in 7 Common Situations with Difficult Customers

Learn how to communicate with diplomacy and tact in a variety of situations from the customer who demands to speak to a supervisor to drawing the line on consumer error. Get the phrases right here.

For help shaping or improving your customer experience, consider working with me or one of my trainers. Explore our onsite customer service training programs.

You might also be interested in our customer service eLearning.

Complete Customer Service Training Suite

Our flagship program is comprised of 6 online customer service training modules with video, interactivity, downloadable handouts, and quizzes. You have the option of enjoying our interactive online training  right here on our site or on your Learning Management System (LMS). 

This course includes: Delivering WOW Through Service, Telephone Techniques, Call Control Skills, How to Handle Difficult Customers, and Email Customer Service. 

Learn more

Customer Service eLearning from Myra Golden

6 multi-media eLearning courses designed and taught by Myra Golden

Experience the courses on our website or upload to your SCORM or AICC compliant LMS

This Customer Service eLearning suite includes 6 courses with Myra Golden leading customer service representatives through field-tested and proven strategies for delivering the very best customer service and the very best customer experience.

Myra Golden’s Customer Service eLearning courses include:

  • 6 online video courses for employees to follow on their own
  • 12-month access to training
  • 5 hours of video training (Users don’t necessarily have to participate in all courses – You’ll choose the topics your employees need)
  • Training led by customer service expert, Myra Golden
  • Interactive exercises and thought-provoking questions to ensure the learning is adopted and applied
  • Quizzes at the end of each module to test learning. (Your employees must score at least 80% in each module in order to “pass”)
  • YouTube video skits with exercises to keep your people engaged, get them laughing and help make the learning “stick”
  • Printable key points
  • Immediate password access on our website
  • Ready for uploading to your SCORM/AICC compliant LMS or your intranet website

Get the full story on Myra Golden’s eLearning suite, watch a demo, or register now

Telephone Call Flow/Strategy for Contact Centers

By Myra Golden

The telephone is one of the best branding devices out there. Over the telephone you get 3-5 minutes of your customer’s undivided attention. If you get the interaction right, you can create a memorable experience, generate positive word-of-mouth advertising, and build customer loyalty, which leads to increased profits. Getting the interaction “right” usually requires a call strategy or call flow of some kind.

This is the 9-point call strategy our consultants use when implementing a customer-focused culture in contact centers. This call strategy focuses on creating a warm experience with customers in a focused, efficient manner. I hope it helps you as you work to create a customer-focused culture.

 

1. Standard opening 

  • “Good morning” or “Good afternoon.  Customer Care. This is Penny.”
  • “Good morning. Customer Care. This is Penny. How may I help you?”

2. Acknowledge concern, when appropriate

  • “I can understand how frustrating it is when your rental car breaks down.”
  • “I realize how complicated it is to …..”
  • “I cannot imagine how upsetting it is to …..”
  • “I know how confusing it must be when …..”

3. Acknowledge a compliment, when appropriate

  • “Thank you. We love hearing from our satisfied customers.”
  • “Thank you for taking the time to share your experience with us.”

4. Maintain control (and put customers at ease) with assertive statements

  • “We appreciate customers who let us know when things aren’t right.”
  • “I can help you with that.”
  • “The first thing we need to do is…”
  • “I can certainly get that information for you.”
  • “I would be happy to report that for you.”
  • “I can get that information for you.”
  • “I’m glad you called today.”

5. Bridge to questioning

  • “In order to determine what happened, I will need to ask you some questions.”
  • “Do you mind if I ask you some questions so we can figure out what has happened?”
  • “So I can assist you, may I ask you a few questions?”

6. How to ask questions

Use please and thank you

Be friendly and conversational…don’t have an “interrogation” style

  • “May I have your zip code please?”
  • “Thanks. I have one final question.”

7. Recap and provide next steps

  • “I will mail you a $50 gift card. You should receive this gift card in 7-10 business days.”
  • “I will research this and call you back at 918-398-9368.”

8.  Ask “Is there anything else?”

  • “Ms. Williams, may I help you with anything else?”
  • “May I help you with anything else, Mr. Smith?”
  • “Do you have any additional questions, Mrs. Jones?”
  • “Is there anything else I can help you with today, Mr. Davis?”
  • “Ms. Brown, how else may I help you today?”

9.  Standard closing (include some form of thanks and company name)

  • “Thank you for calling Myra Golden Media. Good-bye.”

 

For customer service help with your telephone skills, consider 

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections

On Demand Webinar – A video recording that you can download immediately and have forever.

The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. You’ve gotta read this outline!

View outline/download