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 errors being made by several different employees.
Here’s what I summed up on my legal pad after my call review.
- Employees often don’t speak in complete sentences. I’d hear things like, “Name?” “Zip code?” and “Serial number?”
- There was a lot of overtalking 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.
- 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.
- 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.
- 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.
“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 Myra’s 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 “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.
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”
I just wrapped up a module for a client’s eLearning project and I’m pretty excited about the project so far.
Can your company benefit from our eLeaning solutions?
Our eLearning solutions feature:
- Full webinar digital recording
- 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)
Once a month I go into my studio to record eLearning solutions for clients. Give me a call if I can create a custom training solution for your company.
Watch our short explainer video, because this online customer service training may be exactly what you are searching for! 🙂
Learn more or sample a couple of modules