News from HQ

15 years ago I wrote my first E-Couragement as a way to help an elite customer service team at Goldman Sachs retain the skills they learned in a half-day workshop. Since then, we’ve sent out over 700 emails (Whew!) with tips and techniques to help you and your customers have a better day. You stayed with me, looking past my 85+ typos, 4 business addresses, and 8 rebrands.

Thank you for reading, sharing, and for the responses you’ve sent along the way. Our goal has always been to help, and your comments proved that to be true!

Time to pivot.

I’m now focusing solely on helping people present their ideas online and on stage.

If you’re working on your presentation skills or an upcoming presentation, sign up to learn about coaching options.

If your team is preparing for an event, conference, or even QBR’s, ask me about group coaching or a webinar.

If you need a little help and have a specific concern, go to the Crowd Pleasers tab and search for the thing you’d like help with.

Thank you for reading and to those of you who sent reactions over the years, thanks for replying.

Now more than ever it’s important to Smile. Breathe. Rock On!
Ann

Flip It and Reverse It

Knowing how to turn negative language into positive statements is a skill that takes time, but once mastered, can flip your customer service interactions 180 degrees.

Our brains just respond differently to positive language, so be aware of how even innocent-sounding words and phrases can trigger a negative response. For example:

• Instead of “No problem!” ……...Try “My pleasure!”

• Instead of “Don’t hesitate to contact me.”............ Try “Please contact me if you have any questions.”

• Instead of “Our next availability isn’t until next month.”........ Try “I can schedule that for you now - how does October 7th sound?

Take action: Make a list of commonly-used culprits and their counterparts and post it at your desk as a reminder. What’s on your list?

Say what, now?

When you use uncommon terms, you leave customers feeling confused, foolish, or frustrated.

Here’s a great rule of thumb to avoid misunderstandings and poor customer service ratings:

Assume every customer is a newbie to your industry. Explain your products, services, and methods in simple terms and avoid jargon, slang, and acronyms. 

The phrase, “Our new app upgrade will make it easier to get and use your points,” is a lot easier on the ears than, “We’re implementing gamification into our mobile application to increase point allocation and redemption capabilities.”

What’s a jargony phrase from your industry that you love to hate? Share your favorites at ann@wardcertified.com.

Where everyone knows your name

Some ‘80s pop culture will tell you there’s a place where everyone wants to go: the place where everyone knows your name, and they’re always glad you came. When a customer feels welcomed, they feel connected and are more likely to give you repeat business.

Who are your regular customers - the ones you hear from every month or even a couple of times a week? How are you making them feel like valued, loyal customers? Here are a few tips you can try today:

• Reach out by phone, email or text and to see how they are doing in our new reality.

• Send a personalized, hand-written “Thank you” card to a couple of your regulars each month, thanking them for their business.

• Keep track of your customers’ preferences and build a profile if it’s helpful. A phrase like, “I know you usually come in during your lunch break, so I’ll make sure this is taken care of as quickly as possible,” gives a personal touch.

• Address them by name like, “Good morning, Ms. Garcia; it’s so good to see you again. How can I help you?” 

How do you make your customers feel like regulars? Let us know at ann@wardcertified.com.

What's in a name?

Playing the name exchange game with your customer is the easiest way to set a friendly tone and give customers a direct line to their buddy - you - in the future. It also provides a little more human interaction; something we’re all craving right now.

Start by stating your first name and asking how the customer would like to be addressed. 

Hi, I’m Mark, and I will be assisting you today.

Do you prefer Sandra or Mrs. Perez?

or

May I ask who I’m speaking with today?

If you have any other concerns, please ask for Mark, and I can assist you directly.

Go out and let ‘em know you’ve got their back.

The More You Know

How well do you know your company?

When your customers come to you with a question you don’t know, an “I just work here” or, “That’s outside of my job description,” attitude isn’t going to cut it. Even if there’s truth to it, they expect you to be the expert and make their transaction as easy as possible. 

We’re all still busy updating our websites with COVID19 responses and replies, so take some time to see what’s on your website.

While you’re there, what else can you learn about your company?

Customers are looking for empathy, reassurance and someone who can help. The more you know, the easier it is to help.

What you see is what they get

Did you know that how you feel influences how you act?

Yes, even on Zoom.

If you’re feeling blue, you’re more likely to slouch and speak in a monotone way.

If you’re feeling awesome, you sit a little taller and smile, and that makes your tone sound more friendly.

If you want to be perceived as successful and professional, then you should aim to feel successful and professional.

But how?

Dress to impress….yourself!

If you dress well, you’ll feel better and more professional - giving off the confidence you want. If your office dress code is business casual, try dressing up a bit and see if you don’t feel more empowered.

This reporter learned this lesson the hard way… dress to impress even if you’re #workingfromhome.

What outfit makes you feel the most powerful?