Using the Broken Record Technique to Calm Customer Emotions
Neville Beardsmore shares a 3 step process to calm customer emotions on telephone calls
How to terminate a telephone call correctly
Techniques to improve those difficult customer phone calls from Neville Beardsmore at Chapel Fields Associates
Don’t admit incompetence
One pet hate of mine is people making excuses about their incompetence. I think this is a challenging subject to grasp in this country, whether it’s our modesty or fear of getting something wrong that we feel we should make excuses for our lack of knowledge or incompetence.
Avoid the insincere apology
Empathy is one of the hardest skills to master in customer service and just having the words to say aren’t enough, you need to select the right opportunity as well
Never neglect your Customer Experience Chain
However customer service is monitored and evaluated, people who play a key role in customer service need training which should be relevant to them, up to date and offered to everybody in a team on a regular basis, to keep you ahead of your competitors.
Treat your customer as they would like to be treated
Training in how to provide excellent customer service must give staff the skills to control their natural instinct of defence, and show them how to use empathy and reassurance statements to build rapport with their customers.
Customer Service Advisor Development Programme
It is not simply the ability to answer a telephone. With face to face customer contact the customer can tell you are listening by your eye contact, facial expressions and nods etc. Over the telephone the customer doesn't know you're listening unless you tell them. How do you replace sight with words and voice?