by Nancy Friedman
When you or a team member face a challenging customer complaint, often times, that complaint is more about validating the customer’s emotions than the actual problem. Angry customers need you to acknowledge that they’ve been wronged, and they want your attention right away.
Use our ASAP technique to effectively diffuse and handle upset, angry, irate customers:
Apologize and acknowledge
Sympathize and empathize
Prepare to help.
By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training
We’ve all heard the saying: “Hey, customer service is just plain old common sense.” But then we all know, too, common sense is NOT that common.
Decided to make a quick list of a few common sense things that aren’t so common.
Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line results. This complimentary eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service.
ServiceSkills.com Releases New White Paper
Educational Resource Addresses The Return On Investment of Communication Skills Training
St. Louis, MO – ServiceSkills.com, a leader in web-based communication training, announces the release of a new white paper, “How Improving Communication Skills Increases Bottom Line Results.” This nine page white paper discusses the ways communication impacts business success.
By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist.
A short, but ongoing course.
Are you really engaged?
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.
McDonalds Corporation has found that only 5% of customers with complaints contact customer service departments. Compare this to the 45% who speak with an employee immediately, and it becomes clear that front-line employees – in any business – need to learn how to handle customer complaints.
In our experience, even the best customer service employees need training in:
* handling and diffusing angry, upset and irate customers;
* recognizing and capturing cross-selling opportunities; and
* using the power of attitude to help resolve challenging situations.
by Pamela Walters
Every company gets excited about “making the sale.” A lot of time and expertise go into identifying prospects, assessing needs, pitching ideas and influencing outcomes. Companies celebrate when they close contracts with new customers as well as when they renew existing relationships. They bask in the victory for at least a moment, and then they begin to strategize on how they can do it all over again with other targeted prospects.
by Jared Grafman
Investing in customer service training is one of the best ways to increase customer retention. And, loyal customers generate more revenue than new shoppers.
That’s what recent research suggests: It’s less expensive to keep a customer than court one, and loyal customers are willing to spend more with businesses, but almost 90 percent of customers will turn to a business’s competitors after enduring a bad experience.
ServiceSkills empowers your team with the tools to master these communication concepts:
- 4 steps to handle & diffuse angry, upset and irate customers
- Recognize & capture cross-selling opportunities
- Business communication for phone, email, face-to-face & chat
- How the power of attitude helps resolve challenging situations
- Essential office etiquette & workplace manners strategies
- Effectively managing differences between the generations
- Replacing Five Forbidden Phrases® w/ Positive Alternatives
- Handling ethical dilemmas the moment they appear
- The six cardinal rules of customer retention and loyalty
- The importance of delivering Business Friendly℠ service
- How to respect & communicate effectively with co-workers
- Contrasts between passive, average & proactive service
- 6 ways to improve listening skills and deliver better service
- The personal philosophies of six service superstars
- How service after the sale builds customers for life
- When to use open-ended, closed-ended, probing & echo questions
- Deploying the Power of You during interviews & appraisals
- Why bringing an ‘observable level of enthusiasm’ is so important
- The distinction between features and benefits
- To be truly sensitive and empathetic to customer needs
- Management skills to better lead, coach and mentor others
- How to conduct more effective & engaging meetings
- The relationship between internal & external customer service
- plus hundreds more skills, strategies & techniques!
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: