Tag Archives: Diffusing Customers

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #7

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Here is the 7th of my series on “Back to Telephone Basics” to share with your staff.

The manner in which a call is answered projects strong signals to the caller about you and your company.

However, the caller has responsibilities too!

  • If they are calling with a complaint, they should remember they are talking to another human being
  • No mater how justifiably angry they may be, the call will be effective only if the caller makes themselves clear and keeps their composure

If you must put the caller on hold

(caller’s name), I need to put you on hold for a moment while I obtain that information

While checking, service the call every 30 seconds

(caller’s name) I am still checking on that information, please continue to hold

Wait for the caller’s acknowledgement, then say

Thank You

If you must still keep the caller on hold

(caller’s name) I am so sorry to keep you on hold for so long, thank you for your patience

When you finally obtain the information

Thank you for waiting, (caller’s name)

The most important words you can use when dealing with your customers

Please and Thank You

This week’s question for your employees – Have we experienced any new issues from our customer this week?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

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

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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

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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 12/7/14 – VOICE CHANNEL: KEYS TO CUSTOMER SERVICE SUCCESS

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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 11/23/14 – THE HEART OF CX ON YOUR VOICE CHANNEL

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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