Tag: Customer Service Training

Febreze was the hotel’s answer to my request for a non-smoking room. Really?

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I was relieved to finally be at my hotel.  It was my second business trip in a week, and I’d just spent several hours stuck in the Chicago O’Hare airport because of a winter storm. The front desk told me I had a newly remodeled room with a river view.  That’s just perfect after a day like today.

I got to my room and inserted my key into the door. The second the door opens, I am overpowered by the smell of cigarette smoke. Lots of it. Clearly, there is a mistake. I always tell my clients to reserve a non-smoking room for me.  Immediately, I pick up the phone to call down to the front desk.

7 Phrases That Convey Empathy to Customers

One of the skills we practice in my onsite customer service workshops is how to acknowledge customer concern. That is, how to make the customer feel heard, respected and understood when they voice a problem or complaint.  Here are some of the exact phrases I share in my training sessions:

7 Phrases That Convey Empathy to Customers 

How to Establish Rapport with Callers in 6 Seconds Flat

 

Female customer service representative using headset and laughing

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.