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 

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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

Rachael Ray Tries to Stump a Zappos Rep

Word on the street is there is no stumping a Zappos Customer Service Representative. Rachael Ray decided to test that out. Rachael Ray is the infamous long-winded caller nobody likes to get. Watch how the Zappos  Representative handles this “challenging” customer.

Would you have handled Rachael with such poise, openness and professionalism? If not, I need to work with you (and maybe your entire team) for some exciting customer service training. You can check out my customer service training solutions right here.

Related posts:

Polite Ways to Get Long-winded Callers to Cut to the Chase

My Keynote at the 2012 Contact Center Association Conference

Videos from My Zappos Presentation to ICCA

Zappos Clever Marketing at Airports

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

indian call center representative

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:

 

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

  • “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.” 

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For more help in how to talk to customers, check out:

Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team

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.

Learn more or try for free.