The End...continued

Last week’s note was about a strong finish and part of that is the question; “is there anything else I can do for you today”.  

When I ask customer service professionals why they don’t ask this consistently I’m told

1.  “They might say yes!”
2.  “They hang up before I get to ask”
3.  “I forget”
4.  Customers ask me for strange things, like free stuff when I ask” 

Here are some thoughts about those responses.

1.  If they say Yes. Isn’t it easier just to answer the question while you have their account open on your screen? 

2.  If they hang up first.  Then they miss out on your assistance. What’s in your control is offering.

3.  If you forget.  Try a post-it note reminder beside your phone or computer.  Just write, “Is there anything else I can do for you?”  And read it to the customer every time you wrap up.  It will become your new habit soon enough.

4. They ask for something strange.  This is a great sign!  When I worked in hotels and asked this question, they would say, “ya sure, free hotel rooms for a year!”  that meant they felt comfortable enough to joke with me.  It’s a sign of good rapport.  So congratulations!

Tip:  The words don’t have to be exactly “is there anything else I can do for you today”.  Find a version that works for you.  Perhaps, “do you have any questions for me?” “How else can I help you today?” 

Is there anything else I can do for you today?  

The End

Those words let us know that the movie or the book is done.  What do you say to let your customers know that their request has been addressed and the call is complete?   

Which of the following items belong in a professional closing?

1. confirmation of next steps
2. your birthday
3. inquiry about other needs
4. use of their name
5. asking for their account number
6. thanking them for their business.

Answer:  1,3,4,6 are all important.  

And it sounds like this;
"To confirm Mr. Claus, our technician will be at your home Tuesday, Jan 12 between 9am and 12. Is there anything else I can do for you today? (wait for reply).  Thank you for choosing Awesome Co.  Have a Happy Holiday Season."

If you or your team would like help managing tough customers this time of year, attend our webinar tomorrow.  Click here for more details and to sign-up.      www.scroogology.eventbrite.com

Stuffed?

This is supposed to be a time of peace, love and goodwill to all. But with the stress and commotion of the season, many people end up feeling more like Scrooge than Santa. In fact, many of you may be coming into the office today a little extra tired after prepping, entertaining, traveling and enjoying your Thanksgiving weekend.  

How are you going to get yourself in the spirit to offer outstanding customer service today?

Try one of these…

Smile as you answer the phone and wish your customer a happy holiday season.  Shifting your focus away from you helps overcome a mellow Monday morning.

Volunteer to do something nice for a colleague.  Offer to get them a coffee, pick up their copies from the printer or cover their phone while they tackle some paperwork.

Move and stretch instead of sinking into your chair.  Try this spinal twist to adjust your breathing.

While sitting, cross your left leg over your right

Place your right hand or elbow on the crossed knee

Gently turn your body to the left and look behind you (smile at your co-worker)

Switch legs and twist the other way

If you or your team would like help managing tough customers this time of year, attend our next webinar.  Click here for more details and to sign-up.      www.scroogology.eventbrite.com

Thanks!

Are you ready for Thanksgiving?  Maybe you are preparing for travel or family and food.   Many of you will take time to share your thanks around the dinner table, why not do the same in the office?

You might be grateful for;

• a boss that cares enough to work on making the office fun
• customers that ask for you by name
• co-workers who make you laugh
• your own resilience and ability to bounce back after tough calls or situations
• a challenging assignment
• a job

What are you thankful for at work?  Feel free to share with your co-workers or me.  

Thank you making time to read these E-couragements every week.   Happy Thanksgiving.

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. 

What to say...

I'm often asked what to say when the customer thanks you.  

First of all, congratulations!  It's nice to know you are making people happy, answering questions and solving problems. 

Then what to say.  Here's some options.  Which do you like best?

You:  Thank you for your payment Mr. Smith.   We will send out a revised statement later today.

Customer:  Thank you!

You:

1. No problem.
2. It's my job.
3. Good thing you got me, 'cause Susan isn't any good at this.
4. I get calls like this all the time, our bills are confusing.
5. My pleasure.
6. I'm glad to help.

 Thoughts? 

1.  'No problem' tells the customer that there was a problem.  Plus it's a little to casual.  Skip this one.

2.  Yes it is your job, but this doesn't elevate the conversation.  

3.  Please don't ever throw your colleagues under the bus.  It makes you, them and the whole company look bad.

4.  No need to air dirty laundry. If there are ongoing issues with your billing, be proactive and help accounting come up with a better system.

5.  YES! and 6. YES!

When a customer expresses gratitude, be gracious and professional.