During the first few moments of each call, reps must demonstrate that they are knowledgeable, competent, and confident. But that can be difficult to do in just a few moments. Voice trainer Jay Miller. recommends the following techniques: Use a big voice. If you speak too softly, the perception can be that you lack confidence.…Continue reading
With more and more reps working from home, the possibility of unexpected background noise is real -- Think dogs barking, babies crying, smoke alarms blaring, and more. Craig Idlebrook, content manager for ICMI, calls on reps to use these awkward moments to humanize the service experience. After speaking with a rep who ignored the noise…Continue reading
Occasionally, everyone has to deal with the delicate situation of disengaging from a chatty customer who simply doesn’t want to hang up. “We’re in the habit of waiting for permission to terminate a conversation,” says Richard Gallagher of Skills Development International. However, “there are some people who will never give you that permission.” To get…Continue reading
If the language you and your coworkers use to talk about customers and your work is predominantly negative you’re probably contributing to your overall stress levels as a result. What can you do about it? JoAnna Brandi of JoAnna Brandi & Company offers this solution: Spend a week paying close attention to the language that…Continue reading
In the book Loyalty for Life, author John Tschohl outlines a process for handling mistakes and regaining the customer’s trust after an error has occurred. In addition to acting quickly, taking responsibility, apologizing, fixing the problem, and following up, he also recommends thanking the customer. This last step, "thanking the customer" is extremely important, he…Continue reading
Voice trainer Jay Miller, encourages frontline reps to focus on voice quality for greater clarity and improved customer service. One of the most common problems that he sees is rapid-fire speech. "Some people feel that speaking quickly makes them sound knowledgeable and that it moves the conversation along quickly," says Miller. "Unfortunately, the exact opposite…Continue reading
Empathy builds a relationship between the customer and the rep that can enhance customer service, increase customer satisfaction, and boost loyalty. This week, service expert Maxine Kamin shares examples of how to respond with empathy to five common customer emotions: Anger: “I can hear that you are angry about ....” Disappointment: “You must be disappointed…Continue reading
While reps are often advised to project a high-level of energy when working with customers, there are times when this may not be appropriate. Chris Lynam, author of Choreography of Customer Service, stresses the importance of aligning your energy level with your customer’s. He says that you can think about energy levels on a scale of…Continue reading
The way that service teams communicate internally is just as important as the way that they communicate with customers, says communications expert Dr. Alan Zimmerman. One of the keys to creating a positive workplace and productive relationships is to speak what Zimmerman calls "the language of encouragement." He offers these tips: Give a compliment. It’s…Continue reading
Everyone has to deliver bad news at one time or another. And it's never fun. To make the task easier, try these ideas from trainer Andrea Nierenberg of the Nierenberg Group: Do it quickly. If you string customers along, they will only become stressed and distrustful. This affects your organization’s reputation and its ongoing relationship…Continue reading
