Internationally acclaimed author, blogger, podcaster, speaker, and dealing with difficult ... Our computers are slow . .
Stellar Customer Service Strategies and Tips With Dan O’Connor
Tactics and tools to help you: • Deliver superior customer service • Communicate more effectively both at work and at home • Project a more powerful, professional image and more!
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“Paradigm-Shifting” “I will NEVER deal with difficult people the same way again!”
“Life Changing” “I finally have the RIGHT words!”
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Imagine if tomorrow you could strengthen relationships and eliminate negativity throughout your entire organization. Now you can. Internationally acclaimed author, blogger, podcaster, speaker, and dealing with difficult people expert Dan OʼConnor has been giving organizations and individuals dynamite tactics and strategies proven to synergize and motivate teams for over 15 years. Audience members enjoy Danʼs tactical step-by-step manner, and walk away with an arsenal of strategies, tools, and exercises, along with free access to audios, quick-reference cards, and other resources designed to help each person master the tactics they learn during the event. Additionally, if youʼd like the content tailored for your specific event or organization, Dan does not charge extra for custom tailoring. Meeting planners and training directors enjoy our unparalleled participant reviews and easy turn-key pricing options. NO MORE BORING TRAINING EVER! CONTACT DAN www.danoconnortraining.com
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Stellar Customer Service Strategies and Tips Prepared Exclusively for WIC
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Stellar Customer Service Strategies and Tips Prepared Exclusively for WIC
PROJECTING A STELLAR IMAGE IN 3 EASY STEPS Step 1: Set the Right Tone: Establish your Opening Lines and Closing Lines !
OPENING LINES: The P-G-A
CLOSING LINES: The P-T-A P-____________________ T-____________________ A-____________________
P-____________________ G-____________________ A-____________________
Establish the P-E-C You can easily establish the P-E-C by talking about something that has __________________ to do with why the customer is there.
HOT TIP: Never miss an opportunity to tell customers how glad you are that they’re there (when appropriate) just as if they were entering your home. For example: “It’s good to see you again.” “I’m glad you stopped in.” “We’re happy to have you; make yourself comfortable.” (Notice how those are all complete sentences. IE: NOT “Good to see you!” or “Glad you stopped in!”)
HOT TIP: Haptics--or communication through touch--is one of the most powerful forms of communication if you are able to do it.
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Stellar Customer Service Strategies and Tips Prepared Exclusively for WIC
Use Visual Cues While customers are with you, are they able to SEE: • • • • • • •
Things that make their time there more comfortable? Verbiage that states your customer service mission? Who you are . . .Why you’re here . . . Where to go for more help? Images that represent who they are?The manager’s name and contact information? Signs that you reward excellent customer service? (buttons, awards, etc.) How to give customer service feedback?
HOT TIP: Systematic recognition of excellent customer service is the best way to encourage more of it.
Step 2: Learn and Use Freestyle-Scripting Techniques: Identify common communication patterns and systematize responses. Some examples of where we can all systematize our communication are: SAYING NO: Come up with a pattern and stick to it. 1) “I’d like to be helpful . . .” 2) “However, I’m afraid . . .” 3) “So, I’m wondering . . .” SAYING YES: Identify association words and infuse them everywhere. • • •
“I’d be happy to do that for you.” “It’s my pleasure to connect you.” “I’d be happy to help you with that.”
TRANSACTION WRAP-UP: Promote your other services that would help customers. • •
“Have you heard about our new . . . that might help you with . . . ?” “Would you like me to save you a minute and re-schedule your follow-up visit for you now?”
HOT TIP: You can’t manage what you don’t monitor, and you can’t monitor what you haven’t systematized. A systematic approach to communication helps you know how you’re doing and always be improving. NB: It is an impossibility that employees treat customers better than how employees are treated by their managers.
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Stellar Customer Service Strategies and Tips Prepared Exclusively for WIC
BONUS POWER PHRASES!! “YOU’RE IN LUCK!” “I’M GLAD YOU’RE HERE.” “YOU’VE COME TO THE RIGHT PLACE.” “OH, THAT’S HORRIBLE!” “I’M ____.” “WE’RE / I’M GOING TO TAKE CARE OF YOU / THIS FOR YOU (NAME).” “YOU CAN COUNT ON ME.” “IF YOU CAN JUST GIVE ME A CHANCE . . .”
BOOST YOUR PERSUASION POWER WITH BENEFIT STATEMENTS: 1) When saying __________________. 2) When dealing with ____________________________________. 3) During your __________________ and __________________. 4) When explaining __________________ or __________________. 5) When trying to __________________. 6) When delivering __________________.
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Stellar Customer Service Strategies and Tips Prepared Exclusively for WIC
STEP 3: Implement Visual Communication Strategies: The 3 Parts to Any Message We Send: Verbal = ________ % Vocal = _________ % Visual = ________ % WHEN YOU’RE LISTENING: L-Lean forward O-Open Posture N-Nod E-Eye Contact
WHEN YOU’RE WORKING WITH A CUSTOMER: Visual obstructions contribute to communication obstructions. Move the computer and whatever else you can out of the way. WHEN YOU’RE BEING PERSUASIVE: The “steeple” (placing your hands in the form of a steeple for a few seconds while you deliver the main points of your message) empowers your message, and makes you appear more confident and reliable. WHEN YOU’RE BEING EMPATHETIC: Tilting your head to the side sends a message that you care and are emotionally engaged. WHEN YOU WANT TO GAIN TRUST: Place your hands palms up as if you’re holding an invisible baby while you deliver key phrases. WHEN YOU WANT TO SHOW YOU ARE CONFIDENT IN WHAT YOU’RE SAYING: Place your hands in front of you as if you’re holding a vertical stack of books while you deliver key phrases. WHEN YOU WANT TO PROJECT THE ULTIMATE IN SELF-CONFIDENCE: Clasp your hands behind you with your fingers intertwined. HOT TIP: Look for customers doing “the neck scratch.” This signals they aren’t understanding, and you should slow down and explain further.
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Stellar Customer Service Strategies and Tips Prepared Exclusively for WIC
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So what’s next? Tell your HR director YOU WANT MORE, and recommend one of the following courses or keynotes:
COURSES: Boxless R-Directed thinking for the conceptual age Energy Vampire Slaying: 101 How to deal with difficult people, toxic behavior, and negative attitudes at home and at work Business Writing for Busy People How to produce powerful documents that get results and pass the red pen test An Introduction to Tactical Communication Communication tactics to help you communicate with power, skill, and finesse Customer Service and Sales Skills for Techies Tactics and scripts designed to help left brainers communicate with the technologically challenged Celebrating Diversity and Sexual Harassment Prevention Are you a Lawsuit waiting to happen? Step Out of the Shadows and be Heard Find your voice and increase your visibility using powerful communication tactics Train Excel to Read Your Mind How to set up and use your technical programs more efficiently, and with less effort The Secret Language of Personality Types How to speak the language of the different personality types and master team dynamics Communication and Customer Service Skills for Hispanics Communication skills that go beyond language
KEYNOTES: It’s All About Me, and No Thanks to You Energy Transformation 101 An Introduction to Energy Vampire Slaying You’re Not My Type: Identifying and Working with Different Social Styles
Contact one of our cheery representatives today! And let us help you find the perfect training or speaker for your next event.
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