CSR Training Strategies to wow more customers and book more calls

1. CSR TrainingStrategies to wow more customers and book more calls Feb 26, 2014

2. Customer Service REPRESENTATIVE • Represents • Your Company • Your Company’s beliefs • Your Company’s attitude towards customers • Your Company’s goals

3. Customer Relations jobs are in the top 5 stress related jobs and are compared to jobs such as • Fire Fighters • Police officers • Nurses

4. CSR training • Q: What did you do to train them when they were hired? • Had them sit next to a seasoned CSR for a day or so? • You sat with them for a few hours while they answered the phone • Made yourself available to answer any questions they had

5. CSR training • Q: What are you doing to train them now?

6. CSR Training is essential for your business and never stops • We will discuss a few things to think about as you train • If you feel you’re not qualified for this training seek help! • Chamber of Commerce • Peers • Manufacturer Reps • YouTube

7. Be familiar with all phone system features and company policies ahead of time. • Make sure the mouthpiece is directly in front of your mouth. • Avoid side conversations while talking on the telephone. • Make sure the caller is ALWAYS placed on hold before discussing their situation with a co-worker. • When you place a caller on hold to answer another line, ASK for permission and then wait for the answer before doing so. • NEVER eat or drink while talking!

8. Be enthusiastic when you answer. Make the caller welcome! A tired voice lacking in enthusiasm is unappealing! • Use friendly phrases as part of your greeting, such as, “Thank you for calling!”, “How may I help you?” or “How are you today?” • Remember to SMILE as you pick up the receiver! • Use the Caller’s Name • Express Empathy • Express Appreciation

9. Use the four (4) answering courtesies • Great the caller • State your organization or department • Introduce yourself • Offer your help “Hi! Thank you for calling Guinco Service. This is Jeff. How can I help you today?

10. Have good Listening Skills • Use “Open” and “Closed” questions to stay in control of the conversation • Open • How often does that happen? • Who is responsible for payment? • Closed • Did you call yesterday? • Will you be home Tuesday?

11. Be careful of words and phrases we use“Defensive Words” “It’s not my fault”- (The customer feels you are blaming them.) Rather- ”I’m sorry there has been a misunderstanding.” “I didn’t say that”- (You now call the customer a liar.) Rather- ”Perhaps I didn't give a complete explanation.” “That isn’t true”- (Again, you place the customer in doubt.) Rather- ”I can understand how you might come to that conclusion.”

12. Be careful of words and phrases we use“I Don’t Care Words” “It’s not my job.”- (Customer thinks, “just whose job is it then?”) Rather- “I don’t want to give you the wrong information.” “That’s not my department.”- (“Then what are you doing there?”) Rather- “I’d be glad to help you with that if I could.” “I don’t know.” - (“Then who does?”) Rather- “I don’t know the answer for that, but let me transfer you to the person trained to help you with that.

13. Be careful of words and phrases we use“Dictatorial Words” “You’ll have to...”- (“Oh no I don’t.”) Rather- “Could I ask you to….” (Explain why you need the information) “Hold on”- (“To what…?”) Rather- “Could you hold a moment?” “Fill out these forms.”- (“Why should I?”) Rather- “Would you mind filling out….”

14. Be careful of words and phrases we use“Fighting Words” “Just calm down.”- (“Don’t tell me to calm down, just get the thing fixed.”) Rather- “I’m going to help you…” or “I hear (I understand) …” - (acknowledge the customer’s feelings) “That’s our policy.”- (“Well it’s a stupid policy.”) Rather- “It is necessary…” (Tell the customer how the policy is here to help them). “That’s the way it is.”- (“I want to speak to the manager..”) Rather- “We have found it is best…” (Again, explain why it is in the best interest of the customer—WII-FM.) “That’s the way we have always done it” Rather- “We are always looking for ways to improve.”

15. What interferes with good communications—and Unique telephone challenges? • Communications • Skills are Never Taught • We Forget the Basics • Don’t avoid the “Rut” • Fail to Empathize • We Lose our Perception • Telephone Challenges • Lack of Non-Verbal Communication • Less Time • Telephone Fatigue • Telephone Irritations

16. The Irate Customer • Research shows that 96% of unhappy customers never complain about unsatisfactory service….. they just never come back!

17. Introduction to the DEFUSE Process • The DEFUSE process can be summarized as follows: • The CSR sets the desired tone by being calm and using reason • The customer expresses feelings and information about the problem. • The CSR, after listening carefully to understand the feelings and the information: • Responds to the customer’s feelings by expressing understanding and empathy, and…. • Responds to the information by suggesting a solution to the problem.

18. Don’t Lose your Cool • E • F • U • S • E

19. D • Encourage Consumers to Vent Their Emotions • F • U • S • E

20. D • E • Find Out the Facts • U • S • E

21. D • E • F • Understand Your Customer’s Feelings • S • E

22. D • E • F • U • Suggest a Way to Fix the Problem • E

23. D • E • F • U • S • End on a Positive Note

24. Ten Commandments of Customer Relations • TREAT others as if you WERE the others. • PRAISE others. Be generous and they will respond positively. • BE SINCERE… sincerity builds trust. • SPEAK to others by name… this is sweet music to everyone’s ears. • BE A FRIEND. It takes one to know one. • SMILE at others so they will know you are friendly and want to help. • LISTEN to others so you will know how to help them. • GIVE to others… no person was ever honored for what he / she received. • THINK “YOU” instead of “I” and above all keep your sense of humor. • CARE for others… actions speak louder than words. Anonymous

25. ROLE PLAY