Monday, January 27, 2014

Creating Exceptional Customer Relations

Studies show that 68% of customers who quit doing business with a company do so because they are turned away by an attitude of indifference on the part of a company employee.  That is, the customer's perception of that employee's attitude. When we're face-to-face with our customers, we need to be aware of our facial expressions and body language for they send messages we're sometimes not even aware of!
And, it's important to make sure your customers feel valued and heard.  Everyone wins when you take the time to pay attention to your relationships with customers—both internal and external. Word-of-mouth is one of the most important factors influencing a customer's decision to buy from or work with your company.

Go beyond simply satisfying customers to having them sing your praises! And keep your customers coming back—again and again. When I lead this workshop we:
Ÿ Determine the 7 sins of customer service and how to avoid them
Ÿ Differentiate among the four essential factors in communication
and employ them to prepare for and manage interactions with customers           
Ÿ Explore how the way you look and the sound of your voice
impact  coworkers and customers—both positively and negatively!           
Ÿ Identify the Red Flag words that tick customers off and cause
them to get defensive or aggressive           
Ÿ Demonstrate you're listening and make sure your customers feel heard
Ÿ Focus on ways to stay in touch and keep customers coming back

Wednesday, January 22, 2014

Stay away from words that push your customers' buttons!

There are words that are guaranteed to tick off customers!  To push their buttons. They're like waving a red flag in front of a bull.

Here's a list for you to ponderand some suggestions for replacements:

Red flag phrases                                                          Calming phrases

You should have...                                             I can understand why you

You’ll have to...                                                  May I ask you to...

Why didn’t you?                                                 I can see why...
I have to                                                             I will, Let me, I’d be happy to
I’ll try                                                                   I’ll take care of this
                                                                           Let me see what I can do

I can’t                                                                  Let me find out for you

That’s not my responsibility                                I’ll find out who...

It’s not our policy                                                Here’s what we can do
                                                                           Here’s what you can do

But                                                                      And
No Problem                                                        You're welcome!
                                                                            I’m glad I could help…
                              I’m happy to…
                                                                            My pleasure…