I’m about to reveal a hidden way for you to literally convert “nightmare” customers into an almost endless source of loyalty, goodwill and profits. Simply put, you can use these insider secrets to instantly turn […]
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.
My daughter and I have this Starbucks thing. We go into Starbucks on Friday mornings before school to browse mugs and music and we both get a drink. This morning I ordered the Venti Caramel […]
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 […]
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 […]
In my live Verbal Aikido workshops, I demonstrate the martial art Aikido and offer it as a strategy for diffusing anger. I began teaching this unconventional approach to managing conflict after having my breath taken […]
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
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.
Do you want parrots or people in your contact center?, a photo by Myra Golden on Flickr. Last October, after I delivered a wonderfully-received keynote in Orlando, I grabbed my camera bag, slipped out of […]
Last week I had a 2-hour layover at Houston Hobby airport. It was only 10:15am, but I was in the mood for lunch. I had breakfast before 6am and I was hungry. I walked up […]