2-Pronged Approach to Your Best Customer Experience Yet

The Best Customer Experience Your Brand Has Ever Seen!

This New Year my goal is to help you get to the best customer experience your brand has ever seen. We’ll do that by fiercely focusing on 2 areas:

1. Coaching, Feedback, and Accountability. In this area I want to give you the tools and plans that will build your confidence and skill in coaching your team to optimal performance, by addressing unacceptable performance and by holding employees accountable.

2. Friendliness, Empathy and Connection. I want to give you the tools and methods to position your employees to deliver a welcoming, warm and refreshing customer experience.

So, how exactly will these goals be met?

Continue reading “2-Pronged Approach to Your Best Customer Experience Yet”

2 Reasons Your Employees Are Failing at the Customer Experience

 

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You know your customer service is not where it needs to be. You know your employees aren’t delivering the level of service your customers expect and deserve. And this is keeping you up at night.

There are 2 reasons why your people are failing at the customer experience.

They aren’t establishing rapport with customers. And this is a big one. And, they aren’t in harmony with what your customers need and expect. Let’s take a look at the reasons agents fail at the customer experience and explore what you can do about it. 

  1. They aren’t establishing rapport with customers

This morning I was monitoring calls for a contact center client; something I often do. Here’s how the Agent opened the call. Continue reading “2 Reasons Your Employees Are Failing at the Customer Experience”

What Aikido Masters Know About Handling Difficult People That You Don’t

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I’m sitting at my desk reading feedback from my recent Verbal Aikido workshop. The workshop was: “What Aikido Master Know About Handling Difficult People That You Don’t” As you know, much of what I teach is focused on how to most effectively deal with difficult customers. So, for this special online training event I taught my clients how to deal with extremely difficult customers. I call these customers collectively The Consumer Vigilante. Here’s what one participant had to say about the training:

“We have seen versions of this before but I like that you are updating and refreshing these webinars. Sometimes seeing them refreshed or in a different format or something, it may help things click with some of the reps. I think with the climate we are in and more customers being stressed out than ever, we are having more and more challenging customers and our reps need the ammunition to help them and help themselves otherwise it makes the job so much harder. I can’t wait to get the recording of this to make this one a required webinar where we will sit down and talk about it afterwards as a team.”

Deb Riley, Former Consumer Affairs Supervisor, Ahold USA

In the training I explained that today’s consumers are impatient, savvy and relentless. Some customers, the consumer vigilantes, will stop at nothing. I walked my audience through the toll difficult customs are taking on employees and organizations:

  1. Extremely difficult customers are putting serious stress on employees. This stress is bringing down morale and inviting burnout.
  2. Difficult customers cost companies money! The time it takes to deal with unhappy and extremely difficult customers is taking time away from your best customers and resulting in a poor customer experience because staff can’t deliver the best service to the best customers.

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Screen shot from my Verbal Aikido rehearsal

I shared thoughts, stories, perspectives and research to inspire my audience to take a more focused approach toward handling difficult customers. And then I presented a powerful solution to handling difficult customers, the consumer vigilantes of the world: What Aikido Masters Know About Handing Difficult People That You Don’t 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers.

If you missed the big event, you can still purchase the training video. Your training includes: Unlimited viewing within your organization with no expiration Rights to download and save webinar video Rights to incorporate webinar within your Learning Management System (LMS) What Aikido Masters Know About Handing Difficult People That You Don’t 60-minute video on-demand video training $299 per organization Purchase