5 Phrases That Make Customers Think Your Employees Don’t Really Care

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I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained my problem. I was transferred quickly and the person I ended up with looked into my itinerary and then said,

“Ms. Golden, this is a system error. You are checked in all the way through to Tulsa. I don’t want you to worry at all. Your flight is confirmed and you are checked in. You have a few options for getting your boarding pass (she gave me 3 easy options), but I want you to know it’s all good. You’re confirmed and checked in.”

I don’t want you to worry at all.

“I don’t want you to worry at all.” was exactly the right thing to say to me. The employee at American zeroed in on my concern that my flight wasn’t confirmed and she perfectly used the right words to acknowledge my concern and put me at ease.

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. The words your employees use make all of the difference. The lady at American used the right words. The wrong words can cause dis-ease in customers, or leave customers thinking you don’t care. In this article I’m sharing 5 phrases that cause dis-ease and make customers think you don’t care.

1. “The only thing I can do is…”

Customers, especially if they happen to be angry, need options. Never make a customer feel pushed into a corner. Even if you know, for example, that you have no appointments available for a customer today, pretend to check before telling them no. Do it this way. “We work on an appointment system. Let me check to see if we have openings today.” Then, “I can get you in tomorrow at 1:00pm.” That took a few more words than, “The only thing I can do is…” but it sounds so much more helpful.

2. “I can let you talk to my supervisor, but she’s just gonna say the same thing I’ve already told you.”

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5 Mistakes Your Employees Cannot Make on the Phone

Bored Telephone Worker

I just finished reviewing calls for a client I’ll be working with in Chicago. Before all of my onsite customer service training workshops, I like to listen to a random sample of calls between employees and customers. This call review helps me to know exactly where to focus in my training.

In today’s call review I noted 5 communication mistakes customer service representatives tended to make repeatedly. These mistakes happened multiple times with the same employees and I heard these mistakes being made by several different employees.

Here’s what I summed up on my legal pad after my call review.

  1. Employees often don’t speak in complete sentences. I’d hear things like, “Name?” “Zip code?” and “Serial number?”
  2. There was a lot of over-talking and interrupting. Employees would literally cut customers off mid-sentence or just over-talk them to make sure their point was made. That made me cringe.
  3. Dead-air space wasn’t handled well. While employees were busy looking through notes or trying to find something on the computer, they just let the customer hang on. I could hear keys clicking, gum smacking and occasional sighs, but there was almost no verbal communication during the dead-air space.
  4. The worst part of the calls for me was that there was no personal connection. Customers would often go right into their issue and then the agent would say something like this: “What’s your serial number?” There was no acknowledgment of the customer’s frustration, no “I’m happy to help you with this,” They just went into probing.
  5. At times I felt like the customer was made to feel stupid. It was like the customer was asking “dumb” questions, though all of the questions seemed reasonable to me. Employees would come back harsh or condescending.

This customer service group is in urgent need of my “intervention” and in exactly 16 days they will get it. I can’t wait to land in Chicago and give these employees the human relations skills they need to talk to customers with care, concern and friendliness.

When you enroll your employees in the online version of my “customer service intervention” training right now, imagine the benefits you’ll receive. Employees who struggle with apathy, rudeness or harshness will get the empathy training, telephone skills, and human relations skills they need and they will soften and deliver a better customer experience.

You can get these benefits and more – without having to buy my plane ticket, foot my hotel bill and pay my full-day training fee. If you’re ready to take your customer experience to the next level, check out my eLearning. Let’s get to work on this together.

 

 

7 Things You Can Say to Demonstrate Empathy to Customers

How to Express Empathy

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers.

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“Wow” Works for Zappos, But It Won’t Work For You – Here’s Why

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A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Now, I love what Zappos has done. I have delivered many a keynote and webinar on the Zappos culture. Zappos is the best at the customer experience, bar none. So understand me when I say this: I respect Zappos. But the Zappos culture will not work for anybody but Zappos.

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The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

Smiling Telephone Operator

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion.

Achieving empathy in the customer experience is a bit like walking a tightrope. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and customers. Not enough empathy and reps can sound cold and uncaring.

You have to find the right balance in empathy. Or else you fall off the rope and the customer experience is negatively impacted.

I asked my client how she saw appropriate empathy in her company. And here’s what she said.

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How to Handle Difficult Customers Using Verbal Aikido

Myra Golden Customer Service Training Highlight

Verbal Aikido: A non-aggressive, highly effective strategy for handling difficult customers

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Thanks to the Internet and social media, customers are more savvy now than ever before.  Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers.  In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not.  This means the customer service professional must develop a response plan.

Myra, a former global head of customer care, teaches leaders how to achieve harmony with dissatisfied and difficult customers through the use of empathy, conversational aikido and a solid recovery strategy.

The outcome of this keynote is an audience that is prepared to develop a customer-recovery plan that empowers customer service professionals to understand how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation.

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“If your organization’s growth relies on improving the customer experience, you would benefit enormously from an engagement with Myra Golden. Her vast hands-on experience in a wide variety of service organizations differentiates herself from many other consultants we have worked with in the past. Our organization has utilized Myra’s online webinars with outstanding results as well. Very high value for your consulting dollar.

Beth Dockins

Former Director, Customer Service, Audit, Admin at The Scotts Miracle-Gro Co. 


Key Take-aways:

  • Learn exactly what it takes to restore customer confidence and regain goodwill after a service failure.
  • Examine the 6 steps for a customer recovery plan that empowers employees with excellent decision-making and judgment skills, resolves problems at the first encounter and restores customer trust.
  • Discover how your employees can communicate assertively, create calm and take control with difficult customers by using conversational aikido.
  • Explore ways to build stronger emotional connections with customers through Extreme Empathy
  • Execute your new customer recovery strategy faster by using a new fiercely focused project plan that gets all of your horses going in the same direction.

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“I am still receiving compliments on your polished and actionable presentation! You are a complete professional who can connect with your audience through warmth and deep knowledge. I hope to have you back again!”

Michelle Singer, President, American Marketing Association – Tulsa Chapter


Download a PDF brochure of this keynote description

Videos discussing key points from Myra’s Verbal Aikido training workshop 

This video is about the Aikido principle of “don’t push”

This video is about the Yielding technique, another Verbal Aikido principle Myra’s participants learn in the Verbal Aikido workshop

 

Myra Golden

Customer Experience Designer & Professional Speaker

Myra Golden Media
Phone: 918-398-9368
Fax: 832-218-8464
info@myragolden.com

Visit Myra’s Keynote Speaking & Customer Service Training website: www.MyraGolden.com

Connect with Myra on Twitter: @myragolden.

Here’s a Great Energizer for Telephone Techniques Training Classes

Group of students sitting in a circle.

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. Continue reading