This is How to Move Calls to Closure

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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”

How to Rock Your Customer Service Job!

I have a treat for you today! A free module from my customer service online training. I’m so excited to be sharing this with you!

I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

My job with this company was to give new managers the skills and inspiration they needed to advance and move ahead.

I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” And 60 days later this course was born!

Experience “How to Rock Your Customer Service Job”

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If you like this, you might be interested in exploring other modules from my customer service online training portal:

Customer Experience Over the TelephoneSo your employees can make a great first impression over the phone and end calls on a positive note

How to Talk to Customers –  So your employees can master the human relations skills that it takes to consistently deliver a delightful customer experience 

Empathy – So your employees instinctively put themselves in your customer’s shoes and respond with more care, concern, and friendliness 

How to Handle Difficult Customers: 5 Conversational Aikido principles – So your employees are confident, assertive and in control when dealing with angry and agitated customers 

Call Control So your employees can politely manage calls with storytellers, ramblers, and whiners

Email Writing: 3 elements of a great email customer experience – So your employees can craft personable emails that reflect your brand voice

How to De-escalate – So your employees can gracefully respond to the customer who demands to speak to a supervisor, and they can assertively keep customers from escalating in aggression or anger

How to Deliver Bad News to a Customer: The 3 keys doctors use to give bad news – So your employees can deliver bad news with confidence and without fear of negative backlash

Complaint HandlingSo your employees can handle problems in such a way that they completely restore customer confidence after a service failure

Learn more about our online customer service training here.

Affordable Customer Service E-Learning

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.”  

Betty Doyle, Sr. Learning Designer, Customer Care, Walmart eCommerce

Watch this short overview video to learn more about our customer service eLearning

 Learn more or try for free.

Customer Service eLearning to Help Your Employees Speak with Friendliness and Empathy, and to Handle Difficult Customers with More Ease –  with Progress Reports, Quizzes and SCORM option. 

  • Walmart called Myra’s eLearning “the gold standard and John Hancock said, The first thing that struck us was how engaging each module was….you are asked to actively participate in each module and there are action items you take away.

  • Myra has gathered up all of the best training content and activities from her live, full-day customer service workshops…the ones she delivers to companies like Coca-Cola, McDonald’s, Frito-Lay and Vera Bradley  – and neatly packaged it in a comprehensive, affordable and extremely effective new customer service eLearning package that’s a fraction of the cost of classroom training. 

  • This eLearning is super easy!  Choose an Administrator at your company and that person can add users to your account, assign courses and run progress reports with a couple clicks of the mouse!

 

 Learn more or try for free.

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

[Video] 15-Minute Skill-Sharpener — How to Handle Irate Customers

Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control.

Are you 100% confident you can handle it? If not, watch this excerpt from my popular “Stop Screaming at Me” customer service video training.

 

Like this training? Want more? Please read below.

I promise, after just 90-minutes with me in this special “Stop Screaming at Me” workshop, you will be inspired and thrilled with how much more effective you can be at getting angry customers to back down! And once you’ve gotten a taste of using verbal self-defense tactics and a little psychology on difficult customers, you will be completely STOKED! Get the full story here.

How to Establish Rapport with Callers in 6 Seconds Flat

 

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I just got off the phone with a call center agent who is in fear of losing her job because her supervisor says her tone, attitude and approach with customers is unacceptable. she has exactly 90 days to improve — or she will be fired.

She said she found my blog when she googled how to improve your customer service skills. I wished I could be there sitting across from this young woman, who I imagine is in her early 20s, and coach her. But she’s in Los Angeles and I have a plane to catch this afternoon, heading to the east coast.

I did coach this young customer service representative, over the phone, on how to soften her approach by making sure she doesn’t over-talk customers, by using what I call a “lead-in” and by listening with the intent to understand.

We talked for nearly an hour and then I gave her a complimentary enrollment in my online learning suite. She touched me with her proactive spirit and now I am determined to help her.

After coaching this young lady, I thought it might be helpful to share with you 4 of the tips I shared with her today. Maybe these tips can help your own employees deliver a better customer experience over the telephone.
Continue reading “How to Establish Rapport with Callers in 6 Seconds Flat”