Do you deal with customers and clients in person?
If so, get to know the triple nod.
No nodding = bored or disinterested
Too much nodding = impatient or overly agreeable
The Goldilocks of nodding - just right - is three, slow and deliberate nods. That signals your customer to keep going by showing that you are listening.
And if it’s a tough customer who’s upset, add a tilt. That adds empathy.
Today, we honor Memorial Day in the US.
If you’re working today, thank you.
If you’re free, thank them.
"Let me look into that for you. Please hold and I'll be back in less than 3 minutes".
Did you like that? I heard it recently when I called Delta Airlines, and I liked it.
It sure beats some of the alternatives: "hold on a sec" or "hold for a moment." And it solves the issue of having to come back to the call every 30 seconds to explain that you are still investigating.
Why not track your average 'on hold' times, set a standard you can beat, and give it a try.
Let me know how it works.
Your body language impacts your tone of voice and that has a huge impact on your conversations. But your words also have an impact on how your customers feel.
Turns out the words customers like the most are:
- Delighted
- Absolutely
- Pleasure
- Happy
- Understand
- Yes
Here’s a way to add some fun to your day and to make their day.
Make a list of these words and see how often you can use them with your customers. Sort of a happy-word-bingo game!
Tip: The goal isn’t to use them in one sentence, but if you can, please send me that sentence I’d love to see it!
How much Dunkin’ Donuts coffee does Ann drink a year?
Your answer should be: “I don’t know”
- Did you want to figure it out?
- Did you want to guess?
- Were you uncomfortable saying you didn’t know?
Most of us like to be smart, like to have answers and like to be an expert. This is helpful when we are solving problems, but not when we are listening.
When you are listening, it’s better to be curious and open.
At the beginning of your next call, be curious about the caller and their request.
I like the simple chant: “I wonder who it is? I wonder what they need?”
Give it a whirl and let me know how it works for you. I’m curious!
A pilot busted for flying under the influence from NY to FL blamed his alcohol level on the gum he was chewing.
Will this be the new “the dog ate my homework” excuse?
Customers who flew on that plane are outraged and not just because their safety was at risk.
Your customers may have legitimate concerns when they call you. Take them seriously, hear them out and don’t hide behind an excuse. Ask yourself if you really need to explain why it happened or if you need to apologize and offer a solution.
How?
If there’s a chance this will happen again, and educating the customer will solve it proactively, then explain how it happened.
For example: I’m sorry to hear you were caught off guard by the late fee charge. Let’s confirm the address we have on file, perhaps you haven’t received our notices.
If you’re explaining your policy, internal process or dirty laundry, then it’s going to sound like an excuse:
I’m sorry you were caught off guard by the late charges. We sent you 3 emails, but Suzie is new in our data entry department and hasn’t had the Excel training yet ‘cause her computer was down and she probably sent it to the wrong address. That happens all the time.
Don’t blame it on the gum. Hear their concern, own it, and make it right.
If you left your job today, what would you miss?
The most common response to this question is: “the people.”
This answer doesn’t change across businesses and industries that I work with. It’s the people.
Why not take a moment today to appreciate your people:
- Offer to get someone a coffee
- Bring in some homemade goodies
- Share a good binge-watchable show recommendation
- Give someone your full attention as they share a personal story
For inspiration, check out this 2.48 minute video story.
I’ve been training and coaching virtually every day for the past 20 years and I’ve cracked the code on how to engage customers, teams and coworkers through the screen. Would you like to know the secrets?
If you've got a presentation in your future - don't wait, email or call today.
Ward Certified Consulting, LLC