Is price your only concern?

Raise your hand if you get those dreaded calls, you know the ones that start with "what's your price?"

Our reflex is to react with a number, but it's better to respond by talking value.  

How?  

1.  Remind yourself that they are looking for a reason to buy from you.

2.  Remind yourself that it's just a question.

3.  Then have a conversation.  Start by acknowledging that they are interested, then work to discover what's important to them.  

"I'm glad you asked!  We've got a range of offers, what's most important to you in a ______ company?"

4.  After you use this technique the first time, hang up the phone and congratulate yourself.  You just broke a habit!   Rock on!!!

What's your game?

Whether we want to admit it or not a huge number of us have a game addiction.

What’s yours Candy Crush, Solitaire or Bejeweled?

Did you know that over 45 million people a month play Candy Crush regularly?

Did you know that you can click on the stats button and discover how many hours you spend on your game? Mine was quite shocking.  

So here’s the thing about games, they are repetitive, in fact we spend hours stuck on a level or a problem but still keep at it!  We try new approaches and enjoy the challenge. 

Self-confession, I will re-play the same game of solitaire in an effort to win rather than simply choosing a new game.  Why?   It’s fun!

Why not take the love of challenge to work?

Instead of feeling defeat – keep at it and celebrate success.

If you handle the same type of call over an over again, cheer when you do it well!

If you master a function in your new software, pump your arm!

If you win over a really tough customer, jump up and let your team know you scored a level 45 victory!

You can’t change the computer, tech challenges, silly questions, pricing or the volume of work, but you can change how you approach it.   A sense of curiosity and fun goes a long way.  

Sharing is caring...

Q: How do you make the Customer feel like they are getting the royal treatment?
A: Get the whole team working on their issue.
 
I was in a colleague’s office the other day while they called Grainger looking for a specific item.  The Customer Service Representation couldn’t find the item but instead of saying “we don’t carry that” or “I can’t find it”, he said let me try one more thing, then I’ll get some help.  When one more thing didn’t work, he told us he would conference in Technical support.  The specialist joined the call by saying, “I understand you can’t find a specific item, let me help”.  The CSR stayed on the phone the whole time giving this call a real team feel.
 
How can you do this?
Step 1: Tell the Customer whom you will ask to join the call.
Step 2: Call your colleague and give them some background information.
Step 3: Introduce the Customer to your colleague.
Step 4: Solve world problems together!
Repeat as necessary.
 

Wait a minute...

Well maybe not a full minute, but how about a couple of seconds.

Great customer service comes from great listening.  But so often in our haste to solve problems we rush the customer or even cut them off.   Here's a tip to 'make sure that's not true for you.

Tip:  After the customer tells you their story say "1,2" (in your head) then speak.

Counting to two will ensure you're not interrupting, it gives the customer the feeling of being heard and gives you a moment to prepare your reply.

Give it a try!

Whoa...slow down...

When we rush our greeting we are sending a message to the caller that they are not that important.

Our pace is saying that we are too busy or unfocused.  But yes, you may be busy but announce that to your callers?

Did you know that if you rush them, they might;

- Escalate the call

- Get tougher to deal with

- Forget important information about why they called   or go looking for another service provider.  

None of these are good!

Try this;

Say the phrase, "A proper copper coffee pot" 

Move your lips to really clearly ennunciate the words.

How'd you do?

My guess is you did it!  and you did it by slowing down.

This week try saying your greeting at that same pace and see what reaction it inspires from your callers.

All the world’s a stage

Perhaps William Shakespeare said it best, “All the world’s a stage.”

And if we are merely actors, here are a few instances that acting will help you do, feel and be better at work.

When you answer the phone

Act as if this is the most important call of the day

 When the caller is upset

Act as if you will be able to handle the call

When the caller is concerned

Act (think) like you know them.  Have a picture of a typical customer on the wall and look at the picture to remind yourself that it’s a real human with real needs.

When the caller has a challenging issue

Act as if you are an expert and that you can help (see Superman to the rescue). You will be surprised how much you really do know when you get your nerves out of the way.

When you are getting too comfortable in your chair

Act like an athlete and do some warm-ups.  A couple of squats or arm swirls might help.

When you are trying to sell or upsell

Act like a talk show host and ask questions that help you get to know the customer and their particular needs.

At Walt Disney World they have signs on mirrors behind the doors that read “Smile you are going on stage” 

What do you do to help prepare for great interactions?

Superman to the rescue

Pop Quiz:

Q: Why is your customer calling?

A: Because they need your help.

With that in mind, here are some words to use before you even understand the problem completely.

• I’m glad you called
• I can help
• I will look into this
• You called the right person
• Let me help
• We can resolve this

These reassuring expressions are what I like to call, Superman Phrases. 

Why? ...because they promise to help without a disclaimer. 

Imagine Superman saying ‘I’ll try to help – but that’s an awfully tall building!”  Or “did you read the policy?” 

 You definitely wouldn’t hear, “I’ll try”

Your customers want your expertise.  Take control of the call, offer them reassurance and let them know they are in good hands.