Gabby

Gabby is the name I’ve given my GPS.  Why? Because she is constantly talking at me! If I created a 'word cloud' with all of her instructions, the largest word would be “recalculating.”

You may be wondering why I am sharing this with you.

When a customer calls you for help, it’s like they are asking for directions.  Do you say:

• We don’t go there
• No
• Can’t
• I don't know

Or

Do you clarify? Did you mean Springfield, Il or Springfield, MO?

And offer options?   i.e. Avoid tolls and highways, etc.

Choose your words, offer options and help them get to their destination.

The easier it is to get there, the happier they’ll be.

For you...

When customers are upset, you offer empathy, reassurance and options.  

What do you do when they are REALLY upset?  For example "You people really messed up, this is all wrong!"

This situation calls for empathy, reassurance, options and (here's the secret) the words "for you"

• Let me look into this for you
• Let me resolve this for you
• Let me get some options for you

Two small words with a big impact.  

Happy Thanksgiving to all my Canadian Friends and Family.

What's the difference between American and Canadian Thanksgiving celebrations?  Canadian Thanksgiving is on a Monday, it's about the harvest and the only shopping mob you will find is in British Columbia at the Whistler Blackcomb Turkey Sale.  BTW great deals on Snowboards, Skis and all things related.  Get there early!

Easy tiger...

Are you rushing your greeting?  If so, you might be giving your callers' the impression that you don't care.

Your pace can make you sound too busy or unfocused and while you might be busy, there is not need to announce that to your callers!

Why?  Because 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 these clearly, "Knapsack straps" 

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.

Time to get personal

For great customer service, make it personal.


 
How? Chances are you are sending out professionally written invoices, renewal cards or budget statements or even ‘welcome to our company’ letters.   This is a great opportunity to make it personal.

Why not attach a post-it note to a few of them.

• "Congratulations on your new home Paula, we look forward to keeping you warm this winter”
•  “Thanks for being our Customer Steve.” 
• “Noticed you’ve been our customer for 5 years now, thank you for your ongoing loyalty”

This kind of personal connection helps build customer loyalty.

This week look for ways to reach out and touch someone (figuratively, not literally)

¿Qué?

Howdy, Salut, Yo, Ciao!, ¡Hola!, Hey good lookin'...

Chances are a few of your callers today will have an accent, some international, some domestic. Miscommunication is frustrating for the customer and for you.  So here are 5 tips to help you understand callers with an accent.

1. Smile, breathe and use your ninja focus to listen fully. Don’t assume you can’t understand.  If you think you can, you can, if you think you can’t, you are right again!
2. Don’t go jumping ahead planning your response, just listen.
3. Slow down.  Speaking in calm tone with a slower pace sets lets the caller know you want to help.
4. Help them - help you.  Reassure the caller that it’s okay to take their time.  A stressed caller may talk too quickly, quietly or not enunciate clearly.
5. Have a cheat sheet handy for common expressions like ‘one moment please’ or ‘account number please’ and why not include ‘thank you’.

If you or your team find that more of your calls are from customers with accents, and that you'd like help, ask about our Pardon Moi? The Art of Listening to Customers with Accents webinar.

Click here to send an email to Ryan for more details.   Ryan@wardcertified.com 

Change your mind, change your life

It's Monday morning and you're just starting your week.  What's bugging you?

1. Is it your chair?  Maybe the wheels are stuck or the support is not supporting you anymore.
2. Is it that you were running late the moment you got up? 
3. Is it the weather?  Did the rain or wind mess your perfect 'do?

Here's a thought.

"If you don't like something, change it. 
If you can't change it, change your attitude."   - Maya Angelou 

About that chair; try asking for a new chair in an assertive, respectful way vs. the passive/aggressive or sarcastic approach you might have tried in the past.  "Well I'd be more productive if my chair actually worked!"

If that doesn't work, change the way you think about it.  "At least I have a chair" or "a bad chair motivates me to get up more often"

About the Monday morning mad-dash; try getting up a little earlier, planning your outfit the night before or someother time managment technique or embrace the race.   "I am so effecient!"

As for the weather, either pile on the hairspray or focus on how nice it is to have a hairdo worth messing with.

Send me a note, let me know what's bugging you and how you dealt with it.

What NOT to say #7

"Call back later, we're swamped"

OK, so the chances are you would never say that.  But do you air any of your company's dirty laundry?

• Our computers are slow. Again.
• He's out, I have NO idea when he'll be back.
• We are short-staffed.

Customers don't care what you can't do, they care what you CAN do.

"Bear with me while I pull up your account."

"Would you like his voicemail or may I take a note for you?"

"Let me help."