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De-escalate Your Most Demanding and Challenging Customers In 3 Steps

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In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. If you’re in the Las Vegas area on June 21, check out my course and please say hello to me before or after the workshop.

Today I’m giving you a preview of the three steps I’ll be sharing in-depth at the Customer Contact Week Conference. My de-escalation steps are Respond, Reframe, and Resolve.

Step 1: Respond

Continue reading “De-escalate Your Most Demanding and Challenging Customers In 3 Steps”

The Number One Grammar Mistake In Email, Chat and Text Is….

Grammar Gaffes Make You Look Dumb

I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border:

“If your reading this, than your to close.”

Do you see what I saw? Not one, not two, but four typos! The message should read: Continue reading “The Number One Grammar Mistake In Email, Chat and Text Is….”

These 7 Questions Will Help You Hone In On and Solve Your Biggest Problems In Customer Interactions

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I just got off of a productive and inspiring video conference with a new client. I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. In two months, I’ll fly out to Montreal to facilitate the workshop.

When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?” And then I get to work on how to fix that problem.

Asking my clients what their single most significant challenge is, forces them to hone in on what keeps them up at night, and it tells me exactly where to focus in my workshop. I follow this question up with ten or twelve other questions that help me to deliver precisely on my customer’s objectives for my training.

As I sit here preparing to start the design process for my client, I got to thinking, what if some of the questions I ask my clients for workshop prep might help you make improvements in your customer interactions. I imagine my questions will at least get you to fiercely focus on the most urgent issues and get you going in the right direction. They’ve never failed me.

So, here are some of the diagnostic questions I ask my clients to help me understand and fix their most pressing issues in customer interactions.

Continue reading “These 7 Questions Will Help You Hone In On and Solve Your Biggest Problems In Customer Interactions”

I Showed Up At My Workshop with Nothing But a 12-Foot Pole. And Here’s What Happened.

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Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request.

My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person. In essence, we need to build a strong cohesive team.”

So I designed a unique Team-building Customer Service event built around a 12-foot pole. Here’s what I did. I showed up with no workbooks, and after 19 years of delivering workshops, training sans workbooks is a first for me.

I stood in front of the audience and pulled out my pole. And I told my group of 13 people that their task was to merely lower the stick to the floor. It sounds simple. Incredulous, the group stared at me, like, seriously?

I divided the class up into two groups and explained the rules. You’ll start with the pole waist high, you cannot lose contact with the pole at any time, and only gravity can move the pole (that is, the pole couldn’t be pushed or pulled down).

After my instruction, I stepped back and watched. Within seconds, the group learned that this exercise was anything but simple. Continue reading “I Showed Up At My Workshop with Nothing But a 12-Foot Pole. And Here’s What Happened.”

4 Things You Can Do To Help Your Customers Cut to the Point

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I just finished recording a fully customized 14-module video course for a new client. My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers.

One of the strategies I prepared for my client’s customized training is 4 Things You Can Do To Help Your Customers Cut to the Point. While this video is tailored to my customer’s specific challenges, I think you’ll get some great value out of the tips.

To learn some fantastic ways to bring customers to the point of the call politely, watch the three-minute video that I call merely 4 Things You Can Do To Help Your Customers Cut to the Point. Continue reading “4 Things You Can Do To Help Your Customers Cut to the Point”

How to Tell Customers What They Don’t Want to Hear In a Chat

Text.jpgI was chatting with a company about a price drop. I’d bought something for my Dad and had it shipped directly to his home. Two days after the shipment arrived, I saw on the company’s website that the price had dropped by $20. So I reached out over chat, and this is what I was told:

“We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured. We do not price match and cannot issue you a refund.”

When I questioned this practice, he wrote:

“Let me see if I can write this in a way that you understand.”

I saw that reply as condescending. Later in the chat, the employee said:

“You can return the item and just reorder it at the new price. But we cannot credit you the difference.”

Now, because this was a gift for my father, I wasn’t willing to drive to his house, take the gift back, package and ship it, re-order, and then send it back to my dad.

So, I didn’t get a refund, and I also walked away from the chat with a very negative impression of this company.

There will be times when you just can’t tell your customer what they want to hear. You can do it better than this company by focusing on two things:

Continue reading “How to Tell Customers What They Don’t Want to Hear In a Chat”