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
Midlands Housing Association Group
“I feel that the reason why this training is so successful and different from any other we have had is that Neville spends time with the team and managers, so he really understands our focus and commitment to our customers. He gains an understanding of our weaknesses so he can devise the training to address specific areas and needs.
CFA Training - better results for your customer facing teams
5 ways to deliver online training without being boring and monotonous
Neville Beardsmore of CFA Training shares his top tips on how to deliver memorable and enjoyable training online
Why Building Trust with Customers is Vital
Our feelings towards the person or company serving us is directly affected by how much trust we have in them. The more we trust them the more relaxed we feel towards them, the less we trust them, the greater the tension between us.
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.
How our early ancestors influence our behaviours
CFA Training teach people how to be aware of survival instinct behaviours and share practical tips on how they can minimise their impact on relationships with customers and colleagues.
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?