Team And Customer Loyalty
Who sold you this then?You are part of a team, so be loyal to your colleagues - support them and what they do. Be loyal to your customers too, you are not there to judge them and it will help you get the best for them.> Don't rubbish your colleagues / clients> Get the best for your customers
Using Your Voice Effectively
That's your customer service voice is it?Think about your pitch, pace and tone and use your natural voice when engaging customers. Be warm, and medium paced, without being smarmy or twittery. Try engaging customers by following their voice patterns a little, but don't mimic them.> Pitch, pace, tone>... read more
Questioning Techniques (Part 1)
Do you recall what I said about recall questions?To get to know your customers and their needs, use closed questions to get facts, open questions to learn more, and recall questions to build a history.> Use open, closed and recall questions
Questioning Techniques (Part 2)
Could you be any more guilty?To help guide and control your customer's interest, use rhetorical questions to confirm understanding, assumptive questions to create decisions, and leading questions to direct them towards a sale or solution.> Use rhetorical, assumptive and leading questions
Mr Chatty
My cousin Beryl bought one like thisIf you have a chatty customer, use closed questions to keep them on subject, and don't give up - even if they do drive you up the wall.> Keep them on subject> Don't give up
Mr Rude
A fight before breakfastNever go into battle with a rude customer, that's just what they want you to do. Don't surrender either. Stand your ground, be polite and neutral.> Don't go into battle> Don't surrender> Be polite and neutral
Mrs Arrogant
Bonjorno, Cheese ManDon't get cheesed off with arrogant customers. Be respectful. Put yourself in their shoes and imagine how they want to be seen. Avoid confrontation and awkwardness by being tactful.> Don't get competitive> Be respectful> Be tactful
Mrs Picky
Whatever it is, it has my full supportNever rush a picky customer. Understand the reason behind their need for extra detail. Use your product knowledge to give them a clear picture and if you don't know, offer to find out. Try and remain friendly.> Don't rush them > Understand their need for detail>... read more
Agreeing Actions
Thanks for calling the coastguard - goodbye!When closing the call, don't leave your customer 'lost at sea'. Agree actions and how they'll be followed up. Volunteer useful information and agree the next steps.> Agree actions and how they'll be followed up> Volunteer useful information> Agree next ste... read more
Controlling The Call
I could rustle up a Morris Dancer?Control your call by sticking to a structure, asking open questions when you need to and show that you are listening. Record and repeat information so the caller feels connected.> Use open questions> Show that you're listening> Record and repeat information
First Impressions On The Phone
Yup?When you're on the phone, answer right away and use a verbal handshake. Smile as you talk, and introduce yourself. > Answer straight away> Use a verbal handshake > Smile as you talk and introduce yourself
A Human Touch
He's literally a customer processing machine!Remember your customers are also your guests, so acknowledge them straight away, especially if you aren't able to serve them immediately. Keep your approach fresh - you may have done this a thousand times but this is their first impression. Use the human ... read more
Dropping Your Emotional Baggage
Oh, no, not you.You can choose who you want to be at work. Leave your baggage at the door and give yourself a fresh start every day. Don't let your problems become your customer's problems or you'll end up in a negative spiral. Think about enjoying the positivity of helping people.> You can decide w... read more
How Not To Approach People
The five monsters of customer serviceBe aware of your body language and don't become one of the five monsters of customer service. Be available and open, don't put barriers of any kind between you and visitors. Have a genuine smile, be natural and stay alert.> Be available and open> Remove barriers>... read more
STANCE
Oh you're legendary all rightMake a great first impression, remember your STANCE. Smile, have a friendly Tone, your Appearance is important, as is using the customer's Name. Always be Customer Focussed and maintain Eye-Contact so they are engaged and feel valued.STANCE> Smile> Tone> Appearance> Nam... read more
Email And Web Chat
Whaddup Custie?When emailing and in webchat, you can be more informal that you might in a letter, but don't take it too far. Check your emails, and respond promptly to those requesting action. Above all, be polite and don't email when angry! > Emails can be more informal than letters - but don't tak... read more
Social Media And The Customer
*unamused face*When using social media, empathise with customers publically, but take one-to-one discussions away from the public eye. Remember you represent the company, and don't over promise.> Empathise publically> Take one-to-one discussions away from the public eye> Don't over-promise
Social Media And You
#borntoserveOn social media you're never fully off duty. Make sure you maintain high personal standards. Don't be critical of the company, colleagues or customers. > On social media you're never fully off duty> Maintain high personal standards> Don't be critical of your organisation / colleagues / c... read more
Discovering Their Needs
I wonder why he didn't buy any undercoat?Discover the customer's need. Even they might not be sure what it is. Explore with open questions and discover more about them. Listen and check the facts, you may discover more and watch out for clues - there might be more services or products you can offer... read more
Storytelling
I remember a couple buying the very same bedShare positive stories from your customers to bring your products or services to life.> Stories help bring your products/services to life> Think about the positive stories your customers have shared with you
Dealing With Objections
I thought this was a slam dunk?When dealing with customer's objections, don't panic - play it cool. Don't focus on the objection - instead, put it in perspective, or outweigh it with compensating factors.> Don't panic! Play it cool> Make the objection specific> Put it in perspective> Give compensati... read more
Behaviour Breeds Behaviour
I think I'm getting dizzyPeople mirror the behaviour of others. Your behaviour will affect how others behave, for good or bad, so be aware of what you're doing and how you're doing it.> People mirror the behaviour of others> Positive behaviour elicits a positive response
Behaviour Can Help Or Hinder
Ooh that stings!Your behaviour can help or hinder a transaction. Think about your verbal behaviour: don't dominate conversation, or bully, and listen actively. Think about your visual behaviour: is your body language open and personable? Keep these two things in check for smoother, more pleasant tra... read more
Choosing Your Behaviour
I should put you in the crime section!Behaviour is variable. Choosing the right kind at the moment of truth is critical. It isn't difficult, it's about awareness and discipline. > Behaviour isn't fixed, it's a variable> Choosing the right behaviour at the moment of truth is critical> It isn't partic... read more
Asking The Right Questions
It's the pen that's defective, not me!When dealing with complaints, ask open questions to understand the issue and closed questions to confirm a resolution. Don't let your emotions control you, be polite and remain positive. > Ask open questions to understand the issue and closed questions to confir... read more
Getting To A Solution
Milan? Why is it in Milan?Involve the customer in the solution. Ask them what their preferred solution would be, and offer them options. > Involve the customer in the solution> Ask them what their preferred solution would be> Offer options
Listening To The Customer
Don't blame me, mate. You bought it.When dealing with a complaint, listen and empathise, don't sympathise. Allow the customer to talk - don't get defensive, and summarise your understanding before offering solutions.> Listen and empathise> Don't get defensive
Related Courses
Customer Service Essentials eLearning Course Series
High-impact lessons for front-line teams. Designed by leading experts, like Dr Peter Honey, our musthave resources inspire customer service teams every day. "Delivered beyond my expectations." MARS Topics include:
