This clip illustrates passive customer service in a face to face setting. What NOT to do! World class organizations realize that high energy, enthusiasm, rapport building and cross selling are essential parts of delivering an excellent customer experience. This module is one of hundreds included in ServiceSkills.com.
Questioning Skills Questions are key when you need to gain information from a customer. This course introduces seven types of questioning situations and illustrates how and when to employ them. Improving questioning techniques will expand your ability to effectively aggregate valuable information and become a better problem solver. This 60 Second Service Lesson is one of hundreds of skills and techniques included in ServiceSkills.com. To learn more, request a demo code. Please share this complimentary training lesson with your staff.
Killer Words of Customer Service: “Calm Down” Killer Words are common phrases which are used innocently every day by customer service staff. Although these phrases are normally meant with good intentions, they have the distinct effect of damaging customer relationships. Please share this complimentary training lesson with your staff. This skill is one of hundreds of strategies and techniques included with ServiceSkills.com, our award-winning communication elearning platform. To learn more, request a demo code.
Are you a customer? The answer is obvious, but you might not think about yourself and your colleagues as each other’s internal customers. That’s right. We are even customers within our organizations. So, great customer service not only helps you with the customers that pay the bills and keep the lights on, great customer service can help your organization function at a higher level. Here are 10 Tips and Techniques we’ve learned work! Be a “double checker.” People love to hear these words, so make sure you learn to use them! Think about this situation: a customer calls and asks
[The following is a brief excerpt from a new white paper. If you want to read the entire paper, just fill out this form and click “submit” for an immediate download.] Communication can be simply deﬁned as, “The act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, etc., to someone else.” http://www.merriam-webster.com/dictionary/communication Data indicates employees spend 80% of their time communicating – that explains why organizations around the country are allocating funds to teach their staff how to communicate more effectively. Harnessing the power of communication is
Introduction Since the inception of business, customer service has fallen into three categories: passive, average and proactive. Passive and average people wait for things to happen, and, in general, do the bare minimum. Proactive people make things happen and create positive situations. Proactive people are naturally inquisitive. They use their personality. They are friendly, warm and above average in being helpful and getting the job done. They speed the rapport-building process by immediately introducing themselves. This creates a positive and lasting impression. Is it any wonder why customers prefer dealing with proactive people? Proactive people look for opportunities to make
Email communication is a fundamental component of everyday business. Email is ubiquitous and we easily forget that it has only been with us since the mid-90s. Before email existed, customer service and business communication was dominated by telephone calls, letters, faxes or face to face interaction. In a relatively short time period, email soared in popularity for both customer service and internal employee communication. It caught on because email is fast, it’s free, and it’s highly effective. While most team members know how to send and receive email messages, there are dozens of important nuances that can make the difference
You’ve probably heard the saying, “Life is a series of roles.” What does that mean exactly? It means we act and speak in different ways when we face different situations. We speak one way to our family and another way to our friends and still another way to our coworkers. We speak in yet another way to customers and it’s an important subject we’re going to look at. There are customer service ramifications of eight commonly used words and sayings that we’ve designated as Killer Words. These eight phrases are normally used with good intentions, yet they are damaging to
Do you remember the old adage, “Actions speak louder than words”? That saying rings true, because it is. What we do tells our customers and our prospective customers a lot more about our company and values than anything we can ever say. In a great online article at Inc., Why the Best Companies Always Have the Best Customer Service, the author, Chris Haroun, offers examples of four companies known for great customer service: Apple, Amazon, Costco and SalesForce. The specific examples he provides have little to nothing to do with the products, but each example has everything to do with
Open-ended and Closed-ended Questions “The key to wisdom is knowing all the right questions.” —John A. Simone, Sr., Writer We each ask dozens of questions every day, but how many of us have given any thought to questions as a topic? They’re important communication tools, so we decided to study them. Did you know that the word “question” is derived from a Latin word that means “to seek”? That makes sense because when you ask questions you’re seeking more information. We’re going to cover two different types of questions here. Each one has a specific purpose that you’re going to