Six Ways to Influence the Interaction
Covers six distinct methods any help desk or customer service agent is able to positively influence a customer interaction.
Call Center Training
Use Probing Questions To Improve Service
Sometimes, you ask an open-ended question but need a bit more information in order to sort things out. That's when Probing Questions come into play!
How to Be Business Friendly
Five important concepts every customer-facing team member should be aware of!
Take The ‘Annoying Mouth Noises’ Audio Quiz
A humorous but realistic look at common, frustrating and rude noises that customer service reps may be subjecting their callers to.
The Five Forbidden Phrases® of Customer Service
Many people working in the service industry seem to rejoice in alerting customers to what they CAN'T do. Huh? The only thing your customer is concerned with is what you CAN do for them.
Avoid Weak, Wimpy Words
Something as simple as word selection can be the difference between projecting confidence and sounding meek and unsure of yourself. Knowing the difference is key.
Understanding Customer Needs
The key to service and sales is recognizing a gap between where your prospect or customer is currently and where they'd like to be. Once you understand their needs you can then get to work on suggesting solutions your organization offers.
Handling Rejection
If you're in the business of proposing ideas or solutions to customers, then occasional rejection comes with the territory. They keys are to understand it and not internalize it.
Practice Being Positive
Most people don't purposefully set out to come across as negative. Sometimes human nature and social chatter cause us to inadvertently put down our organization. This awareness building video clip illustrates and addresses just such issues.
Your Customer Service Strategy
Reprinted with permission, Marketing and Management expert Seth Godin shares his thinking on the topic of customer service as a strategic marketing investment.
Don’t Tell Your Customers “NO!”
Avoid telling customers No!. Use alternatives; like "I wish we could..." or "Here's what we can do...." or "That's not part of our inventory yet; however, we do offer these alternatives...."
Watch this short training lesson.
Basic Selling Skills: Closing
We invite you to share this complimentary learning lesson with your team:
Everyone is in sales. Whether you're selling customer satisfaction, an additional service, a product or even an idea, knowing the proper closing questions to ask will result in a more engaged customer base. Closing ...
Give your staff the skills to handle every interaction with confidence, professionalism and care. Try ServiceSkills for free by entering your office email below.
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