by Nancy Friedman The Telephone Doctor
‘Back to Basics.’ Things you all probably know, but may have forgotten. Certainly I’ve noticed that many of the things we think are common sense and basic are clearly not. They’re usually simple, little things. See if these don’t get you thinking:
“Please” and “thank you” always have been, and always will be, powerful words. Seldom overused.
“You’re welcome” is the best replacement for “no problem.”
“Sorry ’bout that” is not an apology. It’s a cliche. “My apologies” is much better.
A frown is a smile upside down. Stand on your head if you must; but SMILE, darn it!
You cannot do two things well at once. Pay attention to the call or the customer.
One word answers on email or in person are considered cold and rude. Three words make a sentence.
Learn what phrases frustrate your customers. They’re probably the same ones that bother you.
When was the last time you sent flowers to someone just because?
Drop a personal handwritten note to a client and just say “thanks for being a good client.”
“Hey how ‘ya doing?” is not a great way to start up a conversation.
Out with friends or family? Put the cell phone away. Talk for 30 minutes. (If you remember how.)
Email manners? The same as phone and in person.
The old “don’t tell ’em what you can’t do; tell ’em what you can do” applies to most, if not all, customer interactions.
Oh, and smile. That needed to be said twice.
Give your team the tools to master these communication concepts:
- 4 steps to handle & defuse angry, upset and irate customers
- Recognize & capture cross-selling opportunities
- How to compose an effective customer service email
- Business communication for phone, email, face-to-face & chat
- How the power of attitude helps resolve challenging situations
- Essential office etiquette & workplace manners strategies
- Effectively managing differences between the generations
- Replacing Five Forbidden Phrases® w/ Positive Alternatives
- Best practices for email subject lines and address fields
- Handling ethical dilemmas the moment they appear
- The six cardinal rules of customer retention and loyalty
- The importance of delivering Business Friendly℠ service
- How to respect & communicate effectively with co-workers
- Contrasts between passive, average & proactive service
- 6 ways to improve listening skills and deliver better service
- The personal philosophies of six service superstars
- How service after the sale builds customers for life
- When to use open-ended, closed-ended, probing & echo questions
- Deploying the Power of You during interviews & appraisals
- Why bringing an ‘observable level of enthusiasm’ is so important
- The distinction between features and benefits
- To be truly sensitive and empathetic to customer needs
- Management skills to better lead, coach and mentor others
- How to conduct more effective & engaging meetings
- Avoiding weak, wimpy words in business communication
- The relationship between internal & external customer service
- plus hundreds more skills, strategies & techniques!