Are your customer service people adding value to interactions?

Male Agent Stock_57242828_XLARGE.jpg

The night before a workshop I delivered last week in Charleston, SC I called the Mellow Mushroom for delivery. I removed cheese and meat from my appetizer, salad and entree. (It sounds like I ate a lot! I did.) The man on the phone asked, “Are you vegan?” To that I said, “Yes, I am.” “Me too,” he said. He then went on to explain that my Quinoa burger included a little egg as a binding and he wanted to know if that was okay. I was fine with that. From there we chatted about us both being “flexible vegans.”

The simple inquiry, “Are you vegan?” led to rapport-building conversation and such a friendly and unique experience for me. The man was friendly. He was genuine. He made me feel completely comfortable with my many customizations. And he gave me an engaging and genuine interaction.

Are your people adding value to your company through their interactions with customers?

Your employees can add value to the customer experience by doing 3 things: Making personal connection, Acknowledging concern, and Empathy

1. Making Personal Connection

This is what the man at Mellow Mushroom did, and it’s so easy to do. In my workshops I tell people to look for something they can comment on, something perhaps that they have in common with the customer. For example, a customer service agent could say, “I ordered that exact same duffle for my daughter. She’s in cheer as well and she loves that she can throw all of her outfits and makeup in it and easily carry the bag over her shoulder.” This sharing helps create rapport because it’s genuine – and it just might lead to a sell or up-sell.

2. Acknowledge Concern

Continue reading

7 Things You Can Say to Demonstrate Empathy to Customers

How to Express Empathy

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers.

Continue reading