Blog Sikorski’s Think Abouts – Voice Channel: Phrases for your staff to “Control The Call” Back to Telephone Basics #5

Here is the 5th of my series on “Back to Telephone Basics” to share with your staff.

We all need to choose our words carefully when speaking especially to our customers.  Some words can turn them off instantly.

Don’t say – “You have to…”  A customer’s natural response could  be “I am the customer, I don’t have to…”

Instead say – “(customer’s name) would you please”

Don’t say – “I’ll try…”  This approach is non-committal and makes customers think you are giving them the brush off

Instead say – “I will have to find out and call you back (customer’s name)…”

Don’t say – “But…”  This often negates everything that you said before using this word

Instead say – “However,…” This word offers a smoother transition to new alternatives and options

Don’t say – “It is against our policy…” Customers just may reach the boiling point and start yelling when you retreat to this phrase

Instead say – “It is our procedure not to…”

This week’s question for your employees – What do you wish you could do to help our customers?

Thank you reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

www.laurasikorski.com

Lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: Back to Telephone Basics for your staff #4

Here is the 4th of my series on “Back to Telephone Basics” to share with your staff.

Always LISTEN for the caller’s name and use it during your call.

Next, you need to begin to “control the call” to keep the caller focused on what you both need to complete the interaction.

Use polite conversation and if you have to interrupt, say you are sorry.

You should gently interrupt the caller, then paraphrase the essential points the caller was making.  Yes, sometimes callers become too chatty, begin providing irrelevant information or repeat themselves and it is your responsibility to help them stay on point.

Never make loud noises, cough into you handset or headset mic and always be sure the caller has disconnected before making any type of sounds or comments to your co-workers.

If you need to discuss a situation with a co-worker, use the HOLD button.  Do not just cover the handset or mic.

Next week, we will focus on the words and phrases that will help you “control the call.”

This week’s question for your employees – What do customers find confusing about our policies?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

www.laurasikorski.com

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – Voice Channel: Back to Telephone Basics for your staff #3 “DO I…”

Here is the 3rd of my series on “Back to Telephone Basics” to share with your staff.

• Do I “put a smile” in my voice
• Do I make it a point of never sounding impatient
• Do I speak slowly and distinctly
• Do I always identify myself early in the call
• Do I keep calm, even when dealing with an angry customer
• Do I maintain a friendly yet professional tone of voice
• Do I convey a feeling that the customer is always right
• Do I keep my telephone voice from sounding routine, even though I answer the same questions dozens of times a day
• Do I end my conversations in a positive way

This week’s question for your employees – What do customers NOT LIKE about our company?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski

Independent Call Center Consultant

http://Laurasikorski.com

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: BACK TO TELEPHONE BASICS FOR YOUR STAFF #2

Here is the 2nd of my series on “Back to Telephone Basics” to share with your staff.

When you speak on the telephone YOUR VOICE alone conveys your moods and will express a:

• Positive attitude
• Negative attitude
• “I really don’t care” attitude

First impressions are lasting impressions.  You only have 10 seconds to do it!

You may be in a hurry; however, the person on the other end of the telephone who hears abruptness can easily think you are in a bad mood and wonder . . .  why are you taking it out on me?

The tone of your voice should be natural and friendly and watch your speed.  Too fast or too slow will detract from the content of your message.  If you speak too fast your caller may miss an important point and too slow your caller will stop listening.

This week’s question for your employees – What do our customers like about our company?

Thank you for reading and sharing!

Laura Sikorski – Independent Call Center Consultant

http://www.laurasikorski.com    lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: BACK TO TELEPHONE BASICS FOR YOUR STAFF

My next few blogs will focus on “Back to Telephone Basics” to share with your staff.

• Never assume your customers understand what you are saying no matter how plainly, simply or obviously you think you are saying it
• Avoid company jargon/terminology as it will confuse your customers
• Your customers should get accurate and courteous service from the first person they speak to without needing to talk to anyone else during the call
• The telephone is a “power” instrument . . .  you can be very confident since you are only presenting a part of yourself for judgment
• It is easier to focus on making your voice work for you rather than pulling together sight, sound, smell and touch

This week’s question for your employees – Do you know all the features on your telephone/softphone and how to use each one?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS 12/7/14 – VOICE CHANNEL: KEYS TO CUSTOMER SERVICE SUCCESS

What are the keys your staff should consider for Customer Service success?

• Always act as your customer’s partner
• Focus ont the long-term relationship
• Use CPR

C = Counsel

• Ask questions that help your caller reveal what they really want
• Listen to the answers

P = Personalize

• Match the benefits of your company to the needs the caller has just expressed

R = React

• Solve the problem or recommend the next step to your caller

Here are some “deadly sins” of Customer Service:

• Ignoring the caller
• Hiding behind your job description
• “Passing the Buck” to another department
• Blaming the caller
• Trying to prove you are right and the caller is wrong
• Talking to callers as if they are all the same
• Assuming all problems that sound the same have the same solution

Thank you for reading and sharing.

Warmest regards,

Laura Sikorski

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS 11/30/14 – VOICE CHANNEL: HOW TO BE A SMART COMMUNICATOR

What should your staff do to be “smart communicators?”

Create a rapport

• Use the caller’s name
• Ask questions
• Let the caller know they want to solve their problem
• Empathize and apologize when necessary
• Indicate that they have taken notes and want to review the problem so they can help with the best solution

Create the solution

• The call is their partner, so they should ask them for help
• Ask what he or she would like them to do
• Explore all options

Your staff must remember that it is the long-term relationship that counts.  They should be prepared to invest time with your customers as your ultimate goal is customer satisfaction.

Thank you for reading and sharing.

Warmest regards,

Laura Sikorski

lsikorski@laurasikorski,com

BLOG SIKORSKI’S THINK ABOUTS 11/23/14 – THE HEART OF CX ON YOUR VOICE CHANNEL

In my opinion, “The Heart of CX” is making sure your customers receive consistent and exceptional customer service regardless of the channel they choose.

How can you accomplish this . . .

• Employee engagement
• Strong brand strategy
• Programs that develop leaders
• Focusing on the customers journey throughout your organization
• Personalization
• Reaching out before the customer knows a problem exists

If customers use your voice channel, here are some staff training program tips for diffusing difficult customers:

• Use the customer’s name
• Let them talk
• Interrupt only with
  • “I understand”
  • “I see”
• Put the caller on hold, count to 10, then say
  • “I am sorry to keep you waiting Mrs. Taylor, please let me recap what you are saying”
  • “I am sorry to keep you waiting Mrs. Taylor, please continue

It is not easy to display good telephone manners if the caller is out of control; however, it is your staff’s responsibility to listen and act on what the caller requests.

Keep in mind, the “act” just might be to turn the call over to a Supervisor.

Thank you for reading and sharing my blog . . .

Laura Sikorski

lsikorski@laurasikorski.com

BLOG . . . SIKORSKI’S THINK ABOUTS 11/15/14 – CX and OMNI-CHANNEL

    

Omni-Channel is when your company, via appropriate technology, provides the same experience for your customers on the channel/method of their choice.

More simply put, the same brand information, policies and procedures are followed by your staff or displayed on your website, FAQs or mobile app.

View “omni-channel” through the eyes of your customer and “think like a customer” when you are developing your channels:

• Orchestrate the process so that it is seamless, consistent and integrated with your front/back office systems
• Realize and anticipate that customers may start off in one channel and move to another during resolution
• Be sure any hand-off/transfer is easy and without the need for a customer to repeat why they contacted you

What is a great “omni” experience:

• Knowing who your customers are
  • Interaction and channel type history
  • Products/services they purchase
  • Problems/Issues they have had in the past
• Showing your customers they are valued by
  • Personalized offers
  • Rewards
  • Treatment
  • Pro-active contact BEFORE they know there is an issue

My advice, be sure you have a customer journey map for every customer interaction in every channel.

Thank you for reading and sharing,

Laura

SIKORSKI’S THINK ABOUTS BLOG 11/9/14 – CX and Key Technology Drivers

In my opinion, key drivers for providing a great customer experience are “The Cloud” and “Front/Back Office integration.”

What should you be doing about The Cloud?  IF you are planning to upgrade your technology, my advice seriously investigate this option.

The result . . .

• Operating vs.Capital expense
• —You can focus on your business
• —Improved reliability
• —Increased flexibility
• —Improved CX
  • —Outdated systems
  • —Incremental upgrades
  • —Vendors better at multi-channel
  • —Greater adoption of self-service applications

Why should you consider Front/Back Office integration?

• —Common customer identifier
• —Key operational databases must flag and communicate process failures
• —Website must be reoriented to balance education and support with traditional marketing and sales archives
• —Proactive communication is vital
• —Setting the proper CX will enhance long-term loyalty

The result . . .

Technology working with service can get support from finance, marketing and quality departments to invest in proactive CX initiatives

• —Prevents customer problems which will increase loyalty
• —Marketing will be able to use integrated CRM, surveys and operational data to manage word of mouth and web
• —CRM technology tied to operational databases will allow you to anticipate customers’ problems
• —Marketing and sales will be able to set proper customer expectations

Thank you for reading and sharing . . .

Laura