I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long.
It’s about strangers. And Customers
We know we have paid customers
We know we have internal customers
We know we have potential – future customers
We even know we have lost customers
But what about strangers as customers?
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 Jared Grafman
The vast majority of music and news businesses failed to adapt with the Millennial generation. As a result, the two industries are still, today, rebuilding essentially from scratch. Why did those businesses fail? What makes Millennials so different from Generation X or Baby Boomers?
Not much beyond technology.
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!
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.
For our Car Dealer and Retail Clients: Suggested reading from AutoNews.com –
Explore our web-based customer service learning portal ServiceSkills.com. Request your free demo here.
This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider!
Get The Works! and equip your organization with the skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.
By Nancy Friedman, The Telephone Doctor
Tales of awful customer service are especially bothersome at this time of year. It seems everyone has a story or two. The retail clerk who doesn’t know or doesn’t care. The airline automated attendant system with endless loops before you encounter a human being. The angry fast food attendant who is mad at the world.
By Nancy Friedman, Telephone Doctor
There are many, many ways to sabotage your business. And, chances are, your staff is doing some of these now on the phone and in person. And worse yet, you’ve probably even heard some of this yourself (ouch!). That’s the bad news
The good news is we’re able to bring to you the top five sabotage practices and then show you how to neutralize the effects.
by Nancy Friedman the Telephone Doctor
If you ever trained a puppy, you learned how to negotiate. “SIT!” “Good boy.” “Here’s a treat.” That’s negotiation.
We negotiate with our KIDS every day. “If /when you finish your veggies, you can have the ice cream.” That’s negotiation.
And what about our spouses?