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I worked for Qwest back in college. No matter how wonderful the conversation, I had to end every call with "Have I addressed all of your wireless customer concerns today?" Customers hated it, what happened to the human they were just talking to.
I just started a new job as a "CSR" at home through the phone. I am actually an electrician, so I have no prior experience in this. I am so nervous as this Monday will be my first day with customers over the phone. I found this video, and I just want to say thank you for the tips. I will be looking for more of your advice. It's pretty scary because I want to do good. And it's a daunting event. Maybe that's silly, but it's just how I feel. I've always directly talked with people. But it's been dealing with work that I performed myself as an electrician. Helping people with problems over the phone is much harder to deal with as far as customer service in my opinion.
Asking great questions are how we Connect the Dots. Connect the Dots to create a picture/relationship that depicts what both We/You and the Customer have together. Have a beautiful day
Great video! These 3 tips for customer service professionals are spot-on. Active listening, empathy, and timely responses are key to delivering excellent service. Thanks for sharing!
I answer my phone e to schedule grooming appointments " Hello, this is Kathy in Grooming". This will be changed tomorrow. Wow, you teach me something new every day! Dan is the man with the plan 😉
Tyvm I am in customer service and love where I work. I work in the food industry., And want to give 💯 good customer service so they leave with a smile on their face and come back. Ty I followed you to learn to give better customer service
This is unmatched. I had the pleasure of reading something similar, and it was truly unmatched. "The Art of Meaningful Relationships in the 21st Century" by Leo Flint
When I worked at James Avery Jewelry Store, after doing sloppy greetings for so long, we were told what to say. We were told to ask, “How May I help?” Customers wouldn’t hear us correctly, and say, “No thanks, I’m just looking.” You are right though!! We use to give wimpy greetings. One time I was secret shopped, by a paid secret shopper. She was a very old woman, who said I “had no charisma”. I was very deeply wounded. She asked to look at a men’s bracelet, and asked for help putting it on. I had great difficulty putting it on her, because I had fake nails. She wrote that my goodbye greeting was, “Bye-bye”. It made me feel like I sounded like a little child, seeing that written on paper, with the Assistant Manager reading it to me, and fellow employees looking on, judging me. I felt so small, and I wanted to hide. I was only 19 years old at the time.
While I understand why you would be coached on that, that's horrible that it was done publicly in front of your co-workers! Criticism, constructive or not, coaching, corrective action, etc. should ALWAYS be done privately!!!
Excellent tips I'm struggling with my greetings as well. In my line of business It is required to ask the customer name. I don't even know if my greeting is grammatically correct. 😔 Who do I have the pleasure of speaking with today? Is there a better way to phrase this question?
Just change the "who" to "whom" and you have it. Nothing wrong with that phrasing, SOVL. However, I'd recommend: "Good morning; thank you for calling Wells Area Athletics; my name is SOL, and may I have your name, please?" You've now given the company name and your name and you are asking the name of the caller--and it flows naturally. I would write down whatever greeting you choose, and make certain it's delivered the same every single time--and with lilt and a smile, of course!
I work in client services for an investment company, and my manager recently picked up that I need to clean up my professional communication. It’s definitely going to be a challenge, but I feel up to it. In my mind, client services, or customer services, should be the broadcast for the organisation, so you should be welcoming and relaxed so you can get on the customer’s level. However, that often comes across as unprofessional. I just don’t think there’s any harm in saying “yeah, I get that”, as opposed to “yes, I understand”. It shouldn’t make a difference, the important thing is that you’re empathising with the client, in a way that’s more real and sounds more genuine than professional language.
Your response--casual or formal will depend on the client. Either casual or formal, but always professional. You should consider my program Step Out of the Shadows and Speak found on my website dan@danoconnortraining.com
No, but I do have a 50-lesson course complete with written summaries for each lesson--and that is used for training all around the globe :). www.danoconnortraining.com/step-out-of-the-shadows-june-2023
Most chains have protocols for greeting. Some people don't follow the protocol. That might be what you're seeing, Jasper. Try calling Wells Fargo a few times at different hours. You'll get the same greeting, and it will be a good one.
Often I will ask for a day off and my boss will ignore my request and wait until the day before to permit or deny. On the other hand he will almost immediately answer my peer who has been here only a year. I have 7 years on him. Why would a boss ignore one persons requests but answer another persons requests.
I am not a subscriber,but I agree that it is not a bad idea for the "minimum wage employee to act like a CEO wage employee" because sometimes the minimum wage employee who acts like the CEO wage employee becomes the CEO wage employee because they stand out that way.Just because you get paid minimum wage it does not mean you can't go above and beyond. My attitude is that you should stand out wherever you are and sometimes it does not mean you do too much extra.I am a new employee in a customer service position and the woman I am shadowing is a great example of really epitomizing great customer service.She is the only person I have noticed who makes a point of using the customer's name doing sonething she does not have to mention their name for.I try to mimic that.That is not the only thing that makes her stand out,but that small thing maoea her stand out.
Ask yourself how Oprah Winfrey--a self-confident person, would introduce herself upon meeting someone for the first time. I watched my grandfather do this time and time again also. He wasn't as famous, but he was as confident. He would say "Hi Marty. I'm Ronald Davies. Very pleased to meet you." The idea of his saying "My name is Ronald Davies" is inconceivable. He exuded confidence. If you want to exude confidence, speak as confident people speak. It's not about being famous. It's about being proud of who you are and showing that--with confidence.
IM TALKING ABOUT RESPECT ! WHERE DID IT GO ? IN CUSTOMER SERVICE WHAT HAPPENED TO MR. & MS. ? THE YOUNGER GENERATION LOST RESPECT FOR THEMSELVES AS WELL AS OTHERS. GOING INTO EVEN CHURCH YA MIGHT HEAR THE FIRST NAME OF THE ELDERS DROPPING "PASTOR" *** ELDER *** , DR. OFFICE SOME CALL YOU BY OUR FIRST NAMES LIKE YOUR A FAMILY MEMBER. NOTICE WHEN SELLS AGENTS CALL YOUR HOME USING OUR FIRST NAME LIKE THEY KNOW US ? WE'D BETTER STOP IT NOW IN OUR OWN WAY' AND WERE TO BUY THIS IS (OUR) THE FUTURE. YEAH' THE OLDER SEEMS THE MORE WE TRY TO FIT IN THIS COMPUTER ONLINE GENERATION!!! WE'D BETTER STOP IT & NOW. YOUNG PEOPLE GET TRAINNING ON THESE JOBS & THINK ITS NORMAL, LIKE CALLING A PARENT BY THEIR FIRST NAME 😳
