Customer service excellence is partly about responding quickly. Always within 24 hours, even if it is just an acknowledgement, and working to understand what the customer really wants and why. Possibly how. This strategy always works and impresses customers. So we’re all doing it right?!
Telephone skills training ideas on audio CD. Covering telephone selling, appointment setting, customer service and a host of verbal communication skills : top tips on listening, questioning, how to avoid mixed messages directing the conversation and other key rapport building skills
Written communication is important too. Make sure you avoid the common traps in customer communication and ensure that the customer service you offer always delivers on your promises. If you love your customers it shows!
Tips on delivering bad news from To Market. This topic is covered on the 2 day customer service course during the session on Language to influence. Our customer service courses are lively and interactive and feature a range of exercises : recordings, brain storming sessions and exercises working in pairs. Download a sample course schedule from our website to get more information.
We’re on the hunt for one top tip from you about telephone skills. It could be a piece of advice about selling, or excellent customer service or even about general telephone etiquette. Whatever you like. The best ones will then get shared with the wider world via our blog.
Professionalism on the phone is key to many customers purchase decisions. Customers, clients and prospects will often make decisions about who they’re going to buy from based on the level of professionalism of the person they speak to. They will also pay more if they believe the seller they’re talking to will offer a more professional service. Make sure this is you.
Turning a PR disaster into fantastic customer service. Use our story of our customer service calamity to identify how to get your customer relationships back on track.
Great customer service and exceeding the customer’s expectations is about efficiency. All good customer service training covers this important subject. It is an interesting concept as efficiency in a customer service environment is about 2 different things and they are opposing forces.
Great customer service is about many things, good attention to detail is right up there among the really important ones. And even more so if you’re in a service sector ; restaurant, hotel etc.
Use positive language even when saying No to customers. Keep the dialogue going and avoid confrontational language such as ‘No’. It leaves no wriggle room at all. Offer alternatives, explain policy and above all be respectful to your customer or prospect.