One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences.
It is so familiar to hear interactions like this:
Last name? First name? Zip code?
It’s undoubtedly efficient to ask customers questions in this manner. However, it’s not the friendliest approach. In this article, I’ll talk to you about instantly improving your ability to connect with customers and sound friendly by just speaking in complete sentences.
Yes, speaking in complete sentences will take a few more seconds, but it’s so worth it, because of how the conversation will flow, and how you’ll be perceived, by your customers.
When you have to ask your customer questions, I want you to do two things:
Continue reading “This One Tip Will Instantly Make You Sound Friendlier On the Phone With Customers”
Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request.
My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person. In essence, we need to build a strong cohesive team.”
So I designed a unique Team-building Customer Service event built around a 12-foot pole. Here’s what I did. I showed up with no workbooks, and after 19 years of delivering workshops, training sans workbooks is a first for me.
I stood in front of the audience and pulled out my pole. And I told my group of 13 people that their task was to merely lower the stick to the floor. It sounds simple. Incredulous, the group stared at me, like, seriously?
I divided the class up into two groups and explained the rules. You’ll start with the pole waist high, you cannot lose contact with the pole at any time, and only gravity can move the pole (that is, the pole couldn’t be pushed or pulled down).
After my instruction, I stepped back and watched. Within seconds, the group learned that this exercise was anything but simple. Continue reading “I Showed Up At My Workshop with Nothing But a 12-Foot Pole. And Here’s What Happened.”
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”
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 she said:
“Ms. Golden, this is a system error. You’re checked in all the way through to Tulsa. I don’t want you to worry at all. Your flight is confirmed, and you’re checked in. You have a few options for getting your boarding pass (she gave me three 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” was precisely the right thing to say to me. The employee zeroed in on my concern that my flight wasn’t confirmed, and she entirely used the right words to acknowledge my fear and to put me at ease. By recognizing my concern, she made me feel like she understood me. This feeling of understanding gave me a sense of rapport with her.
In my all-new Telephone Skills e-learning course, I teach your employees how to put customers at ease and build rapport over the phone by acknowledging their customer’s concern, just like the lady at American did for me.
Share 4-minutes of my Telephone Skills eLearning with your employees using my video, “How to Acknowledge Customer Concern,” and then sign your team up for the full training suite.
Telephone Skills 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!
What if the biggest problem with your customer experience was the way your employees spoke with customers? Are your employees ever perceived as indifferent, cold or uncaring? If you called up your own company, mystery shopping as a customer, would you cringe just a little bit at what you heard? If your customer interactions are less than ideal, how would you change them?
How Your Employees Talk to Customers is Everything
How they say ‘no’ when no truly is the only option, the way they explain something the customer doesn’t want to hear, tone, empathy, knowing what to say to the customer who just wants to speak to a supervisor – These are delicate interactions that can make or break your customer experience. Do your employees know how to respond with diplomacy, tact and a caring attitude in situations like these?
Have Your Employees Sit With Me for 60 Minutes. I’ll Help Them.
Continue reading “Training for All Who Serve Customers: How to Talk to Customers: Friendliness, Tone & Connection”
I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border:
“If your reading this, than your to close.”
Do you see what I saw? Not one, not two, but four typos! The message should read: Continue reading “For the Last Time, It’s Not Okay to Say, “Your Welcome.””