This is How to Move Calls to Closure

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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”

Here’s a Great Energizer for Telephone Techniques Training Classes

Group of students sitting in a circle.

In March I facilitated a 2-day Soft Skills training for more than a hundred people for a client in South Dakota. Do you know how hard one must work to keep 100 people fully engaged for 2 full days?

Hard. You have to work hard. And creatively. Of course, one must have endless energy too.

Fortunately I am anointed to engage audiences with boundless energy and stories. But it takes more than that. You have to engage audiences and keep them nearly spellbound. Or else you’ll lose them to their smart phones or thoughts.

I was going into the final inning of this 2-day training in South Dakota. Participants had just returned from lunch. If you’re a seasoned trainer, you know that the hardest part of training is right after lunch. That’s when you are at the greatest risk of losing your audience.

So, here’s what I did. Immediately after lunch I instructed my audience, already clustered in small groups of 8 at round tables, to think of a company. Any company. Small groups thought of all sorts of companies: Wal-Mart, Zappos, a taco restaurant, and pretty much any business you might imagine. Continue reading “Here’s a Great Energizer for Telephone Techniques Training Classes”

My Slide Deck From Today’s Presentations at Muskogee Success Expo

Today I am returning to the annual Muskogee Success Expo for 2 exciting presentations.  This year’s expo is dedicated solely to helping small businesses in the Muskogee area deliver the best possible customer experience.  My first presentation is, “The Telephone Experience.” In this presentation, I will give business owners powerful strategies they can take back to their businesses to dramatically improve the level of service they deliver over the phone. My afternoon session is, “The Reality of Customer Service.” I was asked to challenge business owners to think about what levels of service they find acceptable and then to inspire them to raise the bar and keep pushing to raise the bar even higher. My handouts for both events are below.  Enjoy. Learn. Share.

My keynote in Muskogee was in an old movie theatre. The theatre had a cool, retro vibe.

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Session 1: The Telephone Experience

Session 2: The Reality of Customer Service

Top benefits of Myra’s keynotes:  

▪   Enhanced corporate reputation in eyes of consumers as you become an organization obsessed with not letting a customer walk away (or hang up) unhappy.

▪   Bring a sense of urgency and excitement to improving your complaint response strategy.

▪   Leading-edge ideas for using social media to find and respond to gripes about your brand.

▪   Proven systems for building a customer recovery strategy that regains customer goodwill and keeps customers from defecting to the competition.

Perfect for these audiences:  

▪   Annual conferences and conventions, in-house training sessions and panels (as a moderator or panelist).

▪   Leaders, including supervisors, managers, directors, heads of consumer affairs and marketing directors who want to retain more customers, rethink complaint handling processes, shape a customer service culture, leverage social media for customer service, and maximize customer service for PR.

▪   Contact Center staff, including agents, supervisors and managers who want to improve their ability to deal with difficult customers, use social media for customer service, and improve the overall customer experience.

Learn more at www.MyraGolden.com 

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.
Continue reading “How to Establish Rapport with Callers in 6 Seconds Flat”