Everyone aims to deliver proactive customer service. Whether you refer to it as cross-selling, up-selling, suggestive selling, or – as we like to say — “soft question” selling, a basic component of effective customer service is to offer your customers additional choices. Some customer service representatives might fear being perceived as pushy or assuming.
Latest "Call Center Training" Posts
Everyone has had the experience where they meant to send a private response to someone in a group email, but accidentally hit “reply-to-all.” If we were lucky, it was a limited mistake and only a minor annoyance. If we were less fortunate, it might have been the type of mistake that was extremely embarrassing.
by Nancy Friedman
Do you know what the number one skill in sales and service is?
Doesn’t everyone know how to LISTEN? Sort of. Most of us ‘hear’ just fine but truly listening requires more effort? Are there any methods, tricks, ideas, tips or techniques to make us better listeners?
Every team member should understand the difference between a feature and a benefit. An easy way to remember the distinction is that “features tell and benefits sell.”
Let’s look at the definition:
- A distinction or noticeable quality
- Something offered as a special attraction
- Anything that is helpful or advantageous
- Something that contributes to or increases well being
If a car dealer advertises about a model having “run flat tires” – that’s a feature.
By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service
My entire career has been focused on developing ways to help companies communicate better with their customers.
Great customer service is sought by most everyone. Businesses go out of their way to give good customer service.
A short, but ongoing course.
Do you and your staff really know how to engage and interact with the customers? Do they even know what it means.
Seems as though every year there’s a “new” word in Customer Service.
If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn disgruntled customers into satisfied clients.
For instance, one forbidden response is, “I don’t know” Replace this with “That’s a good question, let me check and find out!”
Nancy Friedman delivered an inspiring customer service keynote presentation to the Funeral Service Association of Canada in St. John’s, Newfoundland this week.
Would you like information on Nancy’s Keynotes & Corporate Speaking for your next conference or corporate meeting?
Customer Service Expert Nancy Friedman is one of America’s most sought after Keynote presenters on the topics of client retention, loyalty and customer experience.
STOP TELLING CUSTOMERS HOW GREAT YOU ARE…..AND START SHOWING THEM!
If you’re in the business of satisfying customers, the only thing that matters is what you DO
It’s almost a cliche to see and hear organizations advertise to prospective customers about how great their service is. As if somehow, great customer service were just that…bragging about how much you care.
by Nancy Friedman, the Telephone Doctor
Doing the little things right is a key component to building a culture of service within any organization. While most formal training courses take a bit of time to complete, here are ten quick service thoughts you’ll be able to implement immediately:
- Be a DOUBLE CHECKER.