Another Opportunity to Say "Thank You"

Q: What do you do if someone blogs bad news about your company?

A: Say thank you.

Huh?

It's natural to get defensive when you get a negative online post.  But take a moment and instead of reiterating your company policy and explaining your procedures, say "thank you".

After that have a conversation with that unhappy customer, but have it over the phone. 

Listen to their story, empathize and offer to make it right. In fact, sweeten the offering so much that you can go back later and ask them to take down their post or at least repost a positive. 

A negative post is an opportunity to shine.  Respond don't react.

Keep your eye on the prize

Have you been watching the Olympics? The athletes are achieving great feats, breaking records and winning medals.

Do you ever wonder what it took to get there?   Sacrifice.

Olympians have been so focused preparing for their event that they’ve given up vacations, parties, hobbies and even participating in other leisure sports.  They’ve kept their eye on the prize.

Do you ever get:

1. Thrown off your game by an upset or intimidating caller?
2. Frazzled when someone asks about price?
3. Upset when they threaten to leave?

Today, when you get that tough caller, keep your eye on the prize by being patient, actively listening and offering empathy. 

The prize?  Happy Customers. :-)

News from Abroad

Greetings from the land of great service!  The people in Thailand and Hong Kong have been super attentive, friendly, helpful and patient.  They exemplify the expression, “at your service”!

• If you ask for directions, they walk you to your destination.
• When they indicate a path, they don’t point, they gesture with an open palm.
• You will always be acknowledged with a smile and a slight bow.

You are probably thinking, “but Ann I deliver service over the phone how does this apply to me?” or “Ann, what did you bring me back from your trip?”

Great service is making the customer feel like you’ve got their best interests at heart.  It’s about patience.   How can you do this over the phone? 

Slow down. 

Don’t interrupt. 

…even though your phones are busy.

Tip: After the customer explains their request, count 1-2 then respond. 

Those seconds will stop you from talking over the caller and gives the feeling of patience and caring.  

Go ahead and smile and nod your head too!   They can’t see it, but they can hear it!

A tip and a lesson

From his book, ‘Bargain Fever’ author Mark Ellwood shares the four magic words that promise to score you a discount. 

What are they?

“Are there discounts today?”

Turns out that most retail stores will respond with some sort of % off your purchase if you simply ask. 

That’s definitely worth a try!

That was the tip – here’s the lesson.

We are programed to bargain.  Our brains get a buzz when we get a deal and this helps explain why so many of your calls include a question about price.

People want a deal.

Rather than being caught off guard by the question or offended by it think about what can you offer to feed their brain and help them feel like they won?

-       Free shipping

-       Extended return policy

-       Putting them on a VIP list

-       Offering a text or call when your team or their order is on the way

-       A follow up call to check in

-       Tips on using your product better

-       Articles or information

This could make a great brainstorm (…er sorry, I just found out the new politically correct expression is thought-shower), discussion at your next team meeting. 

The power of the pause

Which of the following are good reasons to pause before you respond?

1. To give you a chance to gather your thoughts

2. To give you time to you choose a better mindset

3. To stop you from interrupting

4. To ensure you understand the underlying concern

5. ‘Cause you get paid by the hour, might as well take your time

If you answered yes to all (except #5) you are correct!   

Taking time to pause can help save time in the long run as you will understand the customers’ needs better and diffuse angry callers.  There is real power in that pause!

Next time a customer (or colleague) is complaining or venting, take a deep breath and choose to respond rather than react.   

Say what?

You are flying a plane from New York (LGA) to Los Angeles (LAX).  In New York 125 people board the plane.  In Chicago (ORD) 45 people get off the plane and 38 new passengers get on.  Plane stops again in Pheonix (PHX) 47 people get off and 36 get on.  Plane lands in LAX.  

How old is the pilot?

Wait for it....

What did you think I was going to ask?  

Customer Service is about listening to the customer, answering their questions and solving their problems.  If you don't really know what they want, you might answer the wrong question.  

Our next webinar will focus on listening skills.  If you can join us, click here.

https://wclisten.eventbrite.com

If you still don't know how old the pilot is, email me and I'll help you. 

Blink, Blink

Normally I like to share a tip that gets your body moving so that your circulation, breathing and energy improve. 

But this tip caught my attention, maybe because my eyes are aging faster than I am, and I wanted to share it.

The problem: Screen fatigue; tired, itching and/or burning eyes.  One of the most common causes of eye fatigue is staring for long periods at digital devices such as computer screens, smartphones, sillyphones and video games.

The solution: Scientists say 20 seconds of BLINKING can stop computer users getting eye strain

Try this:  20/20/20/20

Blinking 20 times in a row every 20 minutes, combined with looking away from the screen for 20 seconds and focusing on an object 20 feet away.

What to read more? 

http://www.dailymail.co.uk/sciencetech/article-2292882/The-simple-solution-screen-fatigue-Scientists-say-20-seconds-BLINKING-stop-users-getting-eye-strain.html