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Customer service training

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Customer service training

  1. 1. Customer Service Training
  2. 2. Sales Culture  It is important to realize that EVERY single employee that comes into contact with a customer, whether over the phone, by email or in person, is part of the sales process and therefore directly contributes to the company's profits.
  3. 3. Sales Essentials  Like it or not, THE CUSTOMER IS ALWAYS RIGHT. Even when they're completely wrong, they're right.  Be personable. Connect. People do business with people they like.  Create memories. Make every point of contact you have with the customer a memorable one. Build unexpected moments of delight.
  4. 4. The Perfect Greeting
  5. 5. If you recognize the customer - let them know. (even if you don't remember their name)  "Mr. Smith, it's so nice to see you again! What are we planning this time?"  " Good afternoon! It's nice to see you again."  "Welcome back, we appreciate your coming to see us again."
  6. 6. Ask if they've been in before. Familiar means safe. Safe means trust. And trust means buy.  "Good morning, thank you so much for calling Bravo. Have we had the pleasure of serving you before?"
  7. 7. Ask about the weather. It sounds so simple but this is a way of disarming the customer and gets them talking about something where they can be the expert. Be sure to respond to whatever comment they make, that way they know you're listening and not just using a technique on them. from out of the wind now.  You: "Brrr.. It sure looks cold out there"  The Customer: "Ya I'm sure sick of winter!"  You: "Don't worry, spring is just around the corner. Can I get you a coffee to warm you up in the meantime?"
  8. 8. Compliment appropriately. Be careful, you don't want to sound phony. Don't say something like, "Hello, you look lovely today." Rather choose a certain something you genuinely like and comment on it.  "That's a great scarf! It goes with all the rich golden tones that are so in right now!"
  9. 9. Most important is timing! Greet the customer within 30 seconds!  Even if you are too busy to serve them right away, popping your head out with a quick, "Hi! Welcome to Bravo! I'll be right with you. Feel free to look around."
  10. 10. The Worst Greetings A stare - like employees are watching to see if you're going to steal something.  The daze - they pretend they're so busy they can't see you.  "Can I help you"  A canned phoney sounding speech.
  11. 11. Customer Service Basics for Everyone!
  12. 12. 4 Core Values  Connect  Discover  Deliver  Close Value
  13. 13. Connect Greet the customer, thank them for choosing Bravo for their rental needs  "Good morning Mrs. Smith. My name is John and I am here with your Bravo delivery. Thank you for your order by the way, where can I bring this for you?"  "Good morning everyone. My name is Jane. Welcome to Bravo and thank you for stopping by."
  14. 14. Discover Ask questions and listen to the customer to find out what they need.  "What brings you to Bravo today?"  "What type of event are you planning?"  "What can I do to help?"
  15. 15. Deliver Value By knowing your product and being genuinely interested in your customers' needs you will by default end up helping them and they will appreciate the value you and the company you represent are bringing them.   "Oh so you're planning your parents' anniversary at the Science Center. We know that venue very well. Let's sit down and go through everything you may need to make your event a success" "I see you've ordered the Blodgett oven. Did you want to take a few moments so I can show you how to start it properly"
  16. 16. Close Ask for the sale  "I'm so pleased we were able to cover just about everything today. Can I go ahead and reserve this for you?"  "Everything is in the garage where you requested. Are you satisfied with the service you received today? Do you have another upcoming event that I can get our customer service staff to help you with?"
  17. 17. Communication Break Down Body Language 55% Tone 38% Words 7%
  18. 18. Posture  Keep your posture as straight as possible. Keep your shoulders and arms relaxed and your chin up.
  19. 19. Eye Contact  Good eye contact means you are looking people straight in the eye when they are talking. Don’t stare, look away about every 5-8 seconds
  20. 20. Open vs. Closed Body Language  Feet pointed towards the person in front of you, arms by your side and good eye contact.
  21. 21. Proximity and the 4 Zones  Public zone (12ft)  Social zone (4-12ft)  Personal zone ( 1-4ft)  Intimate zone ( 0-1ft)
  22. 22. The Personal Zone  When dealing with a customer you will be in his/her personal zone. You're standing close enough to talk and there’s a “bubble” that starts to form around you and the customer. You don’t really pay attention to other people because your focus is on the person in front of you. This is usually about an arm's length away.
  23. 23. 10 Commandments of Great Customer Service
  24. 24. Know who is boss  You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays our salary and makes your job possible.
  25. 25. Be a Good Listener  Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions thinking you intuitively know what the customer wants.
  26. 26. Identify and Anticipate Needs  Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
  27. 27. Make Customers Feel Important and Appreciated  Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.
  28. 28. Help Customers Understand your Systems  Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.
  29. 29. Appreciate the Power of “Yes”  Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.
  30. 30. Know How to Apologize  When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.
  31. 31. Give More Than Expected Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:  What can you give customers that they cannot get elsewhere?  What can you do to follow-up and thank people even when they don't buy?  What can you give customers that is totally unexpected?
  32. 32. Get Regular Feedback Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.  Listen carefully to what they say.  Check back regularly to see how things are going.  Provide a method that invites constructive criticism, comments and suggestions.
  33. 33. Treat Employees Well  Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.
  34. 34. Successful Sales Tips  Passion generates success  If you're confident, people assume you're competent  Be proud, not prideful - nothing is below you  Be goofy vs. cool (memorable)  Ask for the car jack - don't psych yourself out. You never know what someone will say.
  35. 35. Phone Etiquette
  36. 36.  Announce your name and use the customer's name.  Be aware of your volume  Don't answer the phone when face-to-face with a customer  Ask to put a customer on hold, let them know for how long and respect the time you gave them  "Would it be possible to put you on a quick hold? I'll be back on the line in less than a minute?"  Tell the customer if you will be transferring them.  Ask questions and LISTEN  Most important - SMILE!
  37. 37. The Phone Greeting  The phone greeting is the first things the customer hears when he/she calls. It defines your company's image and MUST be consistent because familiarity makes people comfortable. It must also be:  Be appropriate  Be responsive  Be efficient  Be sincere
  38. 38. The Bravo Phone Greeting  "Bonjour, merci d'avoir appellé Bravo, mon nom est _______. Comment allez-vous aujourd'hui?"
  39. 39. The Farewell  The farewell is equally important as the greeting. Remember, this is done AFTER you've asked for the sale. "Can I reserve this for you today?" This does not have to be as consistent as the greeting but must include:      The customer's name An inquiry as to whether or not we were able to answer all of the customer's questions/needs. The company's name A thank you A closing statement
  40. 40.  "Well Mrs. Smith, it was a pleasure speaking with you today, was I able to answer all of your questions today? Thank you so much for calling Bravo rentals and I look forward to speaking with you again. Have a great day!“ " Alors Mme. Smith, est-ce-qu'il y a autre chose avec laquelle je peux vous aider aujourd'hui? Merci d'avoir appelé Location Bravo, je vous souhaite une excellente journée!"
  41. 41. Cold Calling
  42. 42. Schedule a Time  Be prepared - who are you calling? Why are you calling?  The goal of the call is to build a relationship. NOT to sell.
  43. 43. The Basics 3 calls: each call 48-hours apart  Be you without being a stalker  Give them permission to reject you
  44. 44. Call 1  Hi Mr. Smith, this is Jessica calling from Bravo, I'm just calling to say hi. When you have a free moment give me call. 514685-8000. Thanks so much, have a great day.
  45. 45. Call 2  Hi Mr. Smith, this is Jessica calling from Bravo. I left a message the other day, I guess you were too busy to call me back. Anyway, just wanted to touch base. Give me a call when you can. 514-685-8000.  (Guilt is powerful)
  46. 46. Call 3  Hi Mr. Smith, Jessica from Bravo again. Guess I missed you again. I've left a few messages and I'm just calling to say hi and I'd really appreciate if you'd calling back, even if it's just to ask me to stop calling. Hope to hear from you soon. 514685-8000.
  47. 47. If you Actually get to Speak to a Customer
  48. 48. Don't sell!!! You are simply developing a relationship.  "Hi Mr. Smith my name's Jessica, how are you doing today? I'm just calling to say hi. I work for Bravo Rentals and I just wanted you to know that we're here for you if ever you need us. I was wondering if I can give you a call in a couple of weeks just to touch base.
  49. 49. If the customer says no.  "Listen, I completely understand you don't want to be bothered and that's not what I want to do. I just want to give you call, say hi and then you can hang up. How does that sound?“ By having the permission to call the customer, this adds them to your "Permission Sphere" (a list of people who do not currently do business with you but who you interact with on a regular basis.)
  50. 50. Things to Retain  Be goofy - not cool! Be memorable.  Gatekeepers (receptionist):  Don't try to get through them - get to them!  Don’t try to sell – create a memorable experience  What can you do for them not what they can do for you!
  51. 51. In Person  Be Persistent  Be Patient  Be Purposeful If you're going on a sales call make it a point to visit surrounding companies.  "Hey I was in the are visiting Mr. Smith at Smith's Catering and thought I'd just stop by the say hi."
  52. 52. Conflict Resolution
  53. 53. 4 Interactive Styles  The Romantic  The Warrior  The Expert  The Mastermind
  54. 54. Romantic Warrior Expert Mastermind Emotionally sensitive Logically Sensitive Process Sensitive Conceptually Sensitive Likes consensus Competitive Detailed Broad View Tactful and Diplomatic Outcome Oriented Linear Thinker (step-by-step) Systemic Thinker (systematic) Self Sacrificing Efficient Risk Aware Risk Tolerant Intrinsic Need Appreciation Intrinsic Need Independence Intrinsic Need Security Intrinsic Need Options
  55. 55. Romantics Needs: Potential Conflict: Coping/Toxic Behaviours: Praise Warriors Passive Aggression Consensus Perceived Lack of Empathy CTL (Crap Tolerance Level) Container Feeling Unappreciated Feigned Concensus Harmony Positive Emotional Environment
  56. 56. Warriors Needs: Potential Conflict: Coping/Toxic Behaviours: Independence Experts Lashing Out Influence Lack of Progress Dictatorial Success Over-Managed Failure to Communicate Results Over-Control
  57. 57. Experts Needs: Potential Conflict: Coping/Toxic Behaviours: Security Masterminds Stubborn Details Risk Vapour Lock Accuracy Inconsistency Blame Game Compliance Results prioritized above quality Ignore and Continue
  58. 58. Masterminds Needs: Potential Conflict: Coping/Toxic Behaviours: Variety Romantics Going Rogue Stimulation Malcontents Lack of Focus Enthusiasm Narrow Mindedness Changing Topics Innovation Routines and Policies Ignore and Continue
  59. 59. Everyone is living in their own reality and that is the only reality they know
  60. 60. 2 Models for Handling Conflict  Personal conflict (no one has leverage)  Professional conflict (one person has leverage)
  61. 61. Personal Conflict Model  Listen  Confirm  Validate  Emphasize  Address (Avoid the "But" Reversal)  Regain Concurrence  Make Commitments
  62. 62.  "If I understand correctly, you'd really love to rent the plexi bar for your event but you're concerned with the investment. I agree that it is more pricey than the other bars in our inventory and I understand where your concern is coming from. And (don't use BUT) it is the most stylish bar making it in very high demand. What if we looked at the other bar options to see if they can fit into your vision of a perfect event. If after that you still want the plexi bar, let's work together on finding a way to cut costs in other areas so we can fit the plexi bar into your budget."
  63. 63. Professional Conflict Model  Listen and confirm  Apologize  Solve  Thank
  64. 64. "Let me make sure I understand. You're upset because the bar you ordered isn't in the best condition. I am terribly sorry that you're experiencing this. Let me call the sales office and see if we can replace it with something else. Thank you for bringing this to my attention. Give me a few minutes to get this settled for you."
  65. 65. The Fight/Flight Response  During a conflict the fight or flight response comes into play  You will either stay and fight back or flight (physically or mentally)  When your body enters fight/flight mode you loose 50% of your IQ  Within 8-10 seconds you start to regain in  TAKE A DEEP BREATH
  66. 66. Active Listening Skills          Listen to the other person's perspective with no interuption Use encouraging facial expressions (eye contact, head nodding) Clarify any points of confusion Do not judge or challenge the validity of the other person's perspective Write the critical points of the conflict down on a piece of paper Discuss the issues and problem solve how to resolve them in the futur Each party should make a commitment to future behaviours related to these issues The goal is to have a broader understanding of the issue - not to win an argument If all else fails, practice "forced empathy". Ask them to describe what they think your perspective is and vice versa.
  67. 67. Important Things to Note  Avoid the "But Reversal": "But" means you're being critical, "And" does not.  Nodding your head and smiling are the 2 most contagious facial expressions  Conflict is the issue - not the person  Enter into a resolution with a SINCERE desire to understand  Try to emotionally understand the other person  Keep in mind the 4 interactive styles and how they affect a person's thought process