Customer Service Training
Customer Service Training
Customer service is a recognition of the fact that customers respond both intellectually and emotionally to your representative.
If the emotional response of the customer to your representative is positive, then that is good for business. If the customer's emotional response to your representative is negative, for whatever reason, then that is bad for business.
What is good customer service interaction?
The purpose of customer service training is to draw attention to how our agents speak, work, act and react in ways that will at least avoid a negative reaction, and preferably, create positive emotions in the minds of our customers.
Greetings and introduction
First impressions do count. First impressions set the scene for the relationship.
Once a person has made up his/her mind about someone, then he tends to engage in a process of selective perception whereby he will tend to gather supporting evidence to justify the original impression.
For instance, if on meeting someone, you form a BAD first impression, based on something they said, or did, then you tend to see other BAD things they do, and downgrade any good things they do.
On the other hand, if you form a good first impression, then you tend to see the additional good things the other does and you excuse the bad things they may do.
People do "judge books by their covers"
People do make emotional judgements of others, based upon what they see and hear.
People will judge you by everything you say and everything you do, and everything you fail to say and everything you fail to do.
For example:
- If you smile, and say "good morning", then that says one thing about you.
- If you don't smile, and if you fail to say "Good morning", then that says another thing about you.
Analysis and investigation of customer needs
When you meet someone your overarching principle is this:
How can our products and services be of genuine assistance to make this person's life better?
In order to help someone, you need to keep your eyes, ears, and mind open.
- Ask them questions about what they have now.
- Ask them questions about what they would like, or need, in the future.
The difference between what the customer has now, and what the customer would like in the future, is the way you can add value to them.
It is your opportunity to help them, and your own business, at the same time.
Success is essentially simple
You need to find ways to make your customers lives better.
You do that by finding ways you can add value to them. You do that by providing them with your skills, knowledge, products and services.
Good use of language
Five polite phrases you need to use as a speech habit:
- Yes, please.
- No, thank you.
- Would you mind if we....?
- Would you please......?
- Thank you very much, I appreciate it.
In addition, show genuine interest in anything of note in the house.
Bad use of language
Any form of profane language
Moaning, whining and complaining about anything.
Complaining to your customer about other parts of your own business (the office staff, bosses, etc).
You need to be cautious of doing anything which may create a negative thought in the mind of the customer. For example be careful that you don't do anything that will cause the other to have bad thoughts such as: Will that leave a stain or scratch on the surface? Is he trying to chat me up?
Intensity of emotion
Be cautious of any expression of annoyance, anger, frustration or bad mood.
Ask for referrals
In order to build the business, you need more referrals. A referred lead is when someone recommends a product or service to a friend or a colleague, based upon a personal experience. Everyone knows someone who needs your products or service.
- if you ask them for referrals, then you may get one.
- if you don't ask them, then you won't.
Referrals should come at the successful completion of the task and when the customer is pleased with the service your organisation has given.
Example of a suggested request for referral: "We appreciate you asking us to do work for you, and we are glad to have been of service. May we ask; Are there other people in your circle of friends, who you think would benefit from similar products and services? If so, would you please let me know who we should contact (name and number)?"
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About the Author: Chris Farmer
Chris Farmer is the founder of the Corporate Coach Group and has many years’ experience in training leaders and managers, in both the public and private sectors, to achieve their organisational goals, especially during tough economic times. He is also well aware of the disciplines and problems associated with running a business.
Over the years, Chris has designed and delivered thousands of training programmes and has coached and motivated many management teams, groups and individuals. His training programmes are both structured and clear, designed to help delegates organise their thinking and, wherever necessary, to improve their techniques and skills.
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