Tag Archives: Thinking Like a Customer

BLOG – SIKORSKI’S THINK ABOUTS – BACK TO TELEPHONE BASICS #10: SINS OF CS, SURVIVAL SKILLS, ATTITUDE

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Here is the 10th of my series on “Back to Telephone Basics” to share with your staff.

Deadly Sins of Customer Service

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

Customer Service Survival Skills

  • Know policies and procedures
  • Listen with empathy
  • Involve people in finding solutions
  • Make decisions by consensus
  • Identify perceptions
  • Be alert to intimidating strategies

Keep a Positive Mental Attitude

  • Do I know my company’s goals
  • Do I understand my responsibilities
  • Do I create a professional image for myself and my company
  • Do I balance the customer’s and my company’s needs
  • Do I work effectively with my co-workers
  • Do I welcome feedback
  • Do I continually identify ways to make customer service better

This week’s question for your employees – What are our company’s CS goals?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

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BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #8 = CUSTOMER SERVICE

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Here is the 8th of my series on “Back to Telephone Basics” to share with your staff.

Why do customers leave:

  • 1%      Die (Sadly)
  • 3%      Move Away
  • 14%    Competition
  • 14%    Product Dissatisfaction
  •  68%   Indifferent Attitude

It is important to know that “Complaints Can Be Profitable” and you hope that your customers will complain and not be indifferent.  95% will not complain and the remainder get MAD or get EVEN.

Customers that get MAD

  • ŸAre 2 times as likely to buy again if they speak up
  • ŸAre 6 times as likely to buy again if their problems are solved
  • ŸAre 9 times as likely to buy again if their problems are solved quickly and professionally

Customers that get EVEN

  • ŸAre UNHAPPY and will tell 10 to 12 others about it

Today if your customers use Social Media to complain they can reach over 150,000 with a few clicks!

Customer Service (CS) is what you do for your customers at a specific time to help with an issue

  • ŸPoor CS almost guarantees that the next time your customer has a need, they’ll look elsewhere

Customer Experience (CX) is how your customers feel (the warm and fuzzy) about your Services and Products

  • ŸReally helping customers and delivering a positive experience will create customer loyalty
  • ŸIt costs 7 times more to attract a new customer than to retain an existing customer

This week’s question for your employees – Did our customers complain this week and if so, about what?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

Blog Sikorski’s Think Abouts – Voice Channel: Power talk for results – Back to telephone basics #6

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Here is the 6th of my series on “Back to Telephone Basics” to share with your staff.

Use your personality . . .

  • Move forward in your chair
  • Your voice will sound more animated, natural and interesting

Seek a rapport with your caller . . .

  • Listen for speech patterns
  • Use similar words

Use positive and direct language . . .

  • Don’t say – “I will try to call you later this week”
  • Instead say – “I will call you Monday morning at 11:30”
  • Don’t say – “We cannot get that to you until Friday”
  • Instead say – I can confirm a Friday afternoon delivery between 2 and 3pm”

Be concise . . .

  • Respect the caller’s time and your own
  • Be ready to take the call
  • Stay focused

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

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

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 – Voice Channel: Back to Telephone Basics for your staff #3 “DO I…”

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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

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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 11/15/14 – CX and OMNI-CHANNEL

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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