People don't remember what was said...

...they remember how they felt.

Consider this today as you talk to your customers.

1. Make them laugh   Let's say the caller mentions they are going away on vacation, you might say "can I come?".  ha ha.  Okay, the point is you don't have to be comedian and have them falling out of their chairs with laughter, just something light that adds a touch of humor.

 2. Make them smile   Before you pick up the phone put a smile on your face. It's the best way to inspire a smile on their face!

3. Let them know you care   Thank them for their business, their call, or their years of loyalty .  Showing appreciate goes along way, take the opportunity to share the love today.

If you are going to snack...snack smart.

It takes a lot of energy and endurance to keep up a professional, positive performance all day long.  Here are some suggestions for what to put in your mouth so that the right words and tone come out…

• Sunflower seeds aid in alertness so that can sense what the customer needs. 
• A cup of yogurt between meals helps you remember what to say.
• Coffee speeds up reaction rates. In fact some research recommends 2-4 cups a day!   Yay!  I’ve personally be waiting for that research.  

Snack on….Ann

Twist and Shout

To improve your tone on each call, just breathe.  Sounds easy right? but do you do it?

Tip of the day:  When the phone rings, twist your chair to the left, then to the right, then answer.

Try it now.  (twist - twist)

What happened?  Did you have to focus on moving?  Did you need to take a breath?

Yay, that was the goal!

Twist and greet today for more effective conversations.

Me, myself and I

Participants in training classes often ask about 'I' vs 'We' when speaking with customers over the phone.

Here's a rule of thumb.

If it's positive, use WE, which sounds collaborative.  WE creates an image of NASA scientists standing around in lab coats with clipboards waiting to solve customer problems.

If it's negative, use I to demonstrate that you are taking responsibility.

For example: 

• I apologize for that, here's what we can do
• Let me look into this so that we can get you service quickly
• We take pride in response time, I will look into the situation right away

Uh-oh

Q: What’s the worst thing a dentist can say when he/she is working on your mouth?

A:  “Oops”   Hearing the wrong thing from a professional, at a sensitive time, can make you uneasy.

Now back to your office. What do you say when you are accessing the customer's account or reviewing their information?

1. Ummmmm  oh, here we go….no that’s not it….ummmmm
2. Nothing
3. So, how is your day going.
4. Sorry our computers are really slow again.
5. One moment while I access your account.

You got it - 5 is the best answer.

1. Zaps your credibility.

2. Saying nothing leaves the customer hanging.

3. Making small talk and not being able to listen to their responses will irritate the customer.

4. No need to throw the computers under the bus!

Keep yours customers updated on what you are doing, this is more likely to put them at ease and reassure them that they are in good hands.    

The robot is a dance not a CSR

Think of a question you get asked daily.  Is it a challenging question that throws you off your game?  Or something so simple you get bored answering.   In either case it's good to have a go-to reply, but please no scripts.   

Scripts get read, and reading sounds insincere. ie the robot.  Customers don't want robots, they want real humans who treat them like real humans. 

To keep it real try this...

• Create a few replies, not scripts.  
• Pick phrases that you feel positive about delivering
• Imagine the face of a nice customer when you on the phone
• instead of rolling your eyes and saying to yourself, "here we go again" Ask yourself; "what does this person really need and how can you help?"

Quick Story...when I worked at Walt Disney World I signed up to work overtime in custodial duties so that I could make extra money and go scuba diving.  What question do you think I was asked 40-50 times a day when I worked my shift?

Got tough customers?  Join us for a webinar this Thursday to learn how to deal with challenging people and situations.  Click here.

Snow daze

It's easy to complain about the cold, the snow, the crazy drivers and the kids at home - again.

However, complaining is contagious and can bring down even the most positive person.  Focus instead on the silver lining so that you can offer positive, friendly service over the phone despite, Mother Nature.

Need help?  Try these...

1. You're not alone. The National Weather Service reported snow on the ground in 49 of the 50 states.
2. That snow will turn to water and many regions need help with their water levels.
3. Shoveling burns about 500 calories an hour.
4. And for some, snow is new and fun!  

 If nothing else, this cute photo might make you smile!