Is price your only concern?

Raise your hand if you get those dreaded calls, you know the ones that start with "what's your price?"

Our reflex is to react with a number, but it's better to respond by talking value.  

How?  

1.  Remind yourself that they are looking for a reason to buy from you.

2.  Remind yourself that it's just a question.

3.  Then have a conversation.  Start by acknowledging that they are interested, then work to discover what's important to them.  

"I'm glad you asked!  We've got a range of offers, what's most important to you in a ______ company?"

4.  After you use this technique the first time, hang up the phone and congratulate yourself.  You just broke a habit!   Rock on!!!

What's your game?

Whether we want to admit it or not a huge number of us have a game addiction.

What’s yours Candy Crush, Solitaire or Bejeweled?

Did you know that over 45 million people a month play Candy Crush regularly?

Did you know that you can click on the stats button and discover how many hours you spend on your game? Mine was quite shocking.  

So here’s the thing about games, they are repetitive, in fact we spend hours stuck on a level or a problem but still keep at it!  We try new approaches and enjoy the challenge. 

Self-confession, I will re-play the same game of solitaire in an effort to win rather than simply choosing a new game.  Why?   It’s fun!

Why not take the love of challenge to work?

Instead of feeling defeat – keep at it and celebrate success.

If you handle the same type of call over an over again, cheer when you do it well!

If you master a function in your new software, pump your arm!

If you win over a really tough customer, jump up and let your team know you scored a level 45 victory!

You can’t change the computer, tech challenges, silly questions, pricing or the volume of work, but you can change how you approach it.   A sense of curiosity and fun goes a long way.  

Sharing is caring...

Q: How do you make the Customer feel like they are getting the royal treatment?
A: Get the whole team working on their issue.
 
I was in a colleague’s office the other day while they called Grainger looking for a specific item.  The Customer Service Representation couldn’t find the item but instead of saying “we don’t carry that” or “I can’t find it”, he said let me try one more thing, then I’ll get some help.  When one more thing didn’t work, he told us he would conference in Technical support.  The specialist joined the call by saying, “I understand you can’t find a specific item, let me help”.  The CSR stayed on the phone the whole time giving this call a real team feel.
 
How can you do this?
Step 1: Tell the Customer whom you will ask to join the call.
Step 2: Call your colleague and give them some background information.
Step 3: Introduce the Customer to your colleague.
Step 4: Solve world problems together!
Repeat as necessary.
 

Wait a minute...

Well maybe not a full minute, but how about a couple of seconds.

Great customer service comes from great listening.  But so often in our haste to solve problems we rush the customer or even cut them off.   Here's a tip to 'make sure that's not true for you.

Tip:  After the customer tells you their story say "1,2" (in your head) then speak.

Counting to two will ensure you're not interrupting, it gives the customer the feeling of being heard and gives you a moment to prepare your reply.

Give it a try!

Whoa...slow down...

When we rush our greeting we are sending a message to the caller that they are not that important.

Our pace is saying that we are too busy or unfocused.  But yes, you may be busy but announce that to your callers?

Did you know that if you rush them, they might;

- Escalate the call

- Get tougher to deal with

- Forget important information about why they called   or go looking for another service provider.  

None of these are good!

Try this;

Say the phrase, "A proper copper coffee pot" 

Move your lips to really clearly ennunciate the words.

How'd you do?

My guess is you did it!  and you did it by slowing down.

This week try saying your greeting at that same pace and see what reaction it inspires from your callers.

Superman to the rescue

Pop Quiz:

Q: Why is your customer calling?

A: Because they need your help.

With that in mind, here are some words to use before you even understand the problem completely.

• I’m glad you called
• I can help
• I will look into this
• You called the right person
• Let me help
• We can resolve this

These reassuring expressions are what I like to call, Superman Phrases. 

Why? ...because they promise to help without a disclaimer. 

Imagine Superman saying ‘I’ll try to help – but that’s an awfully tall building!”  Or “did you read the policy?” 

 You definitely wouldn’t hear, “I’ll try”

Your customers want your expertise.  Take control of the call, offer them reassurance and let them know they are in good hands.

Relax...then relate

If you are relaxed, you will relate to people in an effective and powerful fashion and put your customer at ease.

If you are not relaxed, you might miss the opportunity to make a human connection.

Why does that matter? Top notch customer service is all about the human connection.

Try this: When you answer the phone, place a hand on your shoulder. If you feel your shoulder rise (perhaps due to the caller’s tone, words or question), this means you are getting tense. Take a moment to relax. Breathe and re- mind your awesome-self that you can do it!

The quieter you become, the more you are able to hear.