Customer Service eLearning & Onsite Training
Category: call flow
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
(http://myragolden.files.wordpress.com/2009/07/istock_000002235467small.jpg) 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. Watch 15-minutes of How to Talk to Customers
In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. $299. Download How to Talk to Customers Now (http://www.kickstartcart.com/SecureCart/SecureCart.aspx?mid=AAFB5F59-49A6-41BB-867F957B4F4CEF94&pid=ead940b8a4d34f70b6bdfbfc2e6ad9b0)
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.
(http://myragolden.files.wordpress.com/2011/04/istock_000000634543xsmall.jpg) 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 (http://myragolden.wordpress.com/2010/11/24/1153/) 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. (http://myragolden.wordpress.com/2010/04/05/20-wow-telephone-techniques-tip-17/) 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. (http://myragolden.wordpress.com/2009/07/06/how-to-get-long-winded-callers-to-cut-to-the-chase/) 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. (http://myragolden.wordpress.com/2009/04/20/20-diplomatic-phrases-to-help-you-regain-control-in-7-common-situations-with-difficult-customers/) For help shaping or improving your customer experience, consider working with me or one of my trainers. Explore our onsite customer service training (http://www.myragolden.com/customerServT.php) 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 (http://www.myragolden.com/hdcs.php)
7 Soft Skills to Transform Your Customer Experience Over the Telephone This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in, step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. The final step, end with a fond farewell, ensures you end calls positively. If these 7 steps help you in any way, well that makes my day. –Myra
1. Open with a lead-in “Good morning. Customer Care. This is Penny. How may I help you today?” (with a
in your voice)
2. Convey empathy and/or acknowledge emotions 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 …..” Short video on how to acknowledge a customer’s emotion: Why You Must Acknowledge Customer Concern
3. Yield to Callers (Don’t interrupt or over talk customers) Allow customers to finish sentences If you accidentally interrupt a caller, apologize Even when you know within a second or two that the call will need to be transferred, allow the caller to finish their statement before making the transfer 4. Bridge into questioning Bridge Into Questions YT
“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?” 5. Speak in complete sentences Be friendly and conversational and always use a complete sentence: “May I have your zip code please?” – Not: “Zip code?” “Can I get your last name?” – Not: “Name?” 6. 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?” 7. End with a fond farewell (include some form of thanks) “Thanks so much for calling us today Julie.” “I enjoyed talking with you, Teresita. I hope you enjoy your new duffle bag.” “Well, if there’s nothing else, all that’s left is for me to wish you a great afternoon! Thank you for calling us today Tammy.” Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here (http://myragolden.com/get-my-newsletter/). For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops (http://myragolden.com/customerservicetraining/) – Fully Customized, Engaging, Fun Customer Service Training for your team Customer Service eLearning (http://myragolden.com/customer-service-elearning/)– 10 courses to improve the way your employees talk to customers over the phone and email Watch this short video to learn more about our customer service eLearning. Short Customer Service eLearning Overview Video
Learn more or try for free. (http://myragolden.com/customer-service-elearning/)