There are pretty much three voice tones you can use with customers.
This is the tone you’d use when disciplining a child or if you’re a police officer working to assert your authority. Rarely, if ever, would you use this tone with a customer. Having said this, you might have to speak authoritatively if a customer crosses the line and is profane or disrespectful.
The Authoritative Tone Can Come Across: Continue reading “The Only Vocal Tone Your Employees Should Be Using With Customers”
Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” That point right there – people will never forget how you made them feel – is why we created this course.
This training is about never having your customers hang up with negative feelings about how you talked to them. Here are 10 Takeaways Your Employees Get From My Telephone Skills Training.
- Three keys for how to make the most of the first six seconds of a phone call
- How to bridge into questions, so you sound friendly and helpful
- The art of yielding, so you don’t accidentally over-talk your customers
- Discover why speaking in complete sentences improves the perception of friendliness and helps you build rapport
- Exactly how to gracefully handle dead airspace, so you avoid that awkward uncomfortableness on the phone Continue reading “10 Takeaways Your Employees Get From My Telephone Skills Online Training”
For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me.
In the past, I’d just hang out in the back of the room, and I’d approach the front only after I was introduced.
But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word. It makes me more real to the audience, and more likable, and the training goes so much better after this rapport-building.
Just as taking the time to build rapport before my workshops makes a big difference, when you establish rapport with customers, the perception of the interaction is so much more positive.
We have a short video in my customer service eLearning suite that shows you how to use two super-easy techniques to build rapport over the phone. If you, or someone you know, can use a little help with rapport over the phone, watch this short movie now. Continue reading “Try These 2 Things To Foster Rapport Over the Phone with Customers”
If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. You’re working… you know that. But for the customer, dead air space feels awkward. So we need to learn the best way to fill the silent seconds.
Today, I’ll show you five ways to avoid the uncomfortable dead air space. Continue reading “Handling Dead-Air Space On a Customer Service Call”
How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Still trying to get your people to convey empathy? I know. The struggle is real.
The real question is: how will you gear up to make 2018 better?
Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.
I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money. And it keeps me off of planes.
There’s no sense stressing over 2017’s results. Let me help your workgroup thrive in 2018.
Imagine 2018…. Continue reading “Join My Telephone Skills Online Training. Now in progress.”
In a series of events, people remember the first thing, and the last thing, more than anything else. That’s why the way you open a call, and the way you end a call, is so meaningful.
Your call closing must do two things.
You need to share any next steps with your customer; and then, you need to end with a fond farewell. In this article, you’ll learn how to assertively bring calls to closure, and end with a fond farewell.
1. Start the call closure process by giving the customer any next steps.
Sharing next steps lets the customer know the call is almost over, and, this helps you to close the call quickly.
If you have next steps, just, share them. “Alright, Deon. I have processed your return. We’ll go ahead and ship the blue Nike Elite socks, and you should have those within 4-7 business days. You can check the status of your return by logging into our website.”
2. And, then you need to end with a fond farewell.
After you’ve shared any next steps, you move right into the final closure. End with the same energy and friendliness you had when you started the call. Nice farewells include: Continue reading “This is How to Move Calls to Closure”