Customer Service Training Tool
7 Ways to Keep Your Service Outstanding
In a post by Joel Spolsky of the blog Joel on Software, he outlines 7 reasons ways for businesses to really impress a customer and secure their loyalty.
1. Fix it completely. We all want the quick fix, solve the problem for now with the least effort possible. But only fixing the purpose problem pretty much guarantees a relapse in the future. Preventing future problems from occuring by getting to the bottom of the issue in the first place is what leads to an effective delivery of product.
2. Suggest ‘Blowing the Dust Out’ -This is a creative strategy used by many technical service representatives to asses whether the customer’s faulty device is plugged in or not. Instead of asking them if it is, which comes across as condescending and will usually offend an already frustrated customer, think of a way to get to uncover the information without sounding accusatory or suggesting their naivete.
3. Make customers into fans. Fans are loyal. Turn your customers into fans by doing things they come to admire and revere your business. Regardless of who the fault lies with, fix the problem, even if on occasion it means you have to eat the cost. People have low expectations of customer service in general, but have high ones of companies and products. Keep your facets aligned and you’ll meet and exceed all those expectations.
4. Take the blame. Admitting wrongdoing often deflects anger and will result in customers looking upon your corporation more favorably. Saying ‘It was my fault, I’m sorry’ automatically makes them feel superior but also reassures them you are honest and want to do business with them fairly.
5. Memorize awkward phrases. Prepare what you’re going to say in a number of circumstances in order to stave off any passionate and miscalculated response in the heat of the moment. Knowing beforehand, and having a statement to respond to an irate customer ingrained, will only allow it to come out more flawlessly when push comes to shove.
6. Practice puppetry. In other words, don’t take it personally, they’re not angry at you! Joel suggests pretending like you’re a ventriliquist and holding a puppet that the customer is speaking to directly. This helps you remember that you, personally, are not under attack. You as a representation of the company as a result of a problem.
7. Greed will get you nowhere. Joel discusses how his company has lost hardly any revenue by letting people return software they did not like. Instead, he remarks on the money his company retained by secure their loyalty and not spawning negative word of mouth on their corporation’s service philosophy. Communicating you want to foster a mutually beneficial business relationship is critical, as the customer will begin to trust that you have their best interest in mind as well as your own. This, much like personal relationships, builds loyalty.
Bottom line- common sense coupled with some training tools can secure quality service that leads to loyalty. A lot of the strategies just require some courage and humility. Train your people to hone those traits when dealing with customers.
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Tags: about customer service training, training customer service representatives, Training tool for customer service, training tool in customer service
