Forbidden Phrases All Customer Service Professionals ...

Forbidden Phrases All Customer Service Professionals Should

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mail: P.O. Box 509 Eau Claire, WI 54702-0509 • telephone: 866-352-9539 • fax: 715-802-1131email: [email protected] • website: www.lorman.com • seminar id: 404849

Kerry Weiner ElkindThe Elkind Group

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Forbidden Phrases All Customer Service Professionals Should

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mail: P.O. Box 509 Eau Claire, WI 54702-0509 • telephone: 866-352-9539 • fax: 715-802-1131email: [email protected] • website: www.lorman.com • seminar id: 404849

Prepared By:Kerry Weiner Elkind

The Elkind Group

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Forbidden Phrases All Customer Service Professionals Should Avoid

Kerry Weiner Elkind

The Elkind Group

www.elkindgroup.com

@theelkindgroup.com

1


About The Elkind Group

We help sales leaders,

sales managers, and

front-line representatives

increase revenue and build

profitable long-term

customer relationships.

2


Please Prepare Your Questions!

3

3


The Challenge

• With so many companies to choose from, how do you make sure customers choose you?

• How do you create and sustain customer loyalty?

• How do you increase customers’ lifetime value?

• How do you ensure that your customers are raving about your company to their friends and family?


The Solution

• Stand Out Service™ (SOS)increase customer loyalty, revenue, and referrals

4


Today’s Agenda

• Reframing basic service beliefs

• Adapting a Stand-Out-Service Mindset

• Maintaining SOS Service in High Risk Situations

6


Take Aways

• New service beliefs and attitudes

• Phrases which should be avoided

• Effective alternatives for each of these phrases

• Positive words to increase service and sales

5


The Stand-Out-Service Mindset™

Rethinking Service


Reframing Your Attitude

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6


reframe(riːˈfreɪm) vb (tr)

reframe(riːˈfreɪm) vb (tr)

1. to support or enclose (a picture, photograph, etc) in a new or different frame

2. to change the plans or basic details of (a policy, idea, etc): reframe policy issues and problems.

3. to look at, present, or think of (beliefs, ideas, relationships, etc) in a new or different way: reframe masculinity from this new perspective.

4. (Photography) to change the focus or perspective of (a view) through a lens

5. to say (something) in a different way: reframe the question.


Stop Trying To Delight Customers

7


Customer Effort

• How hard is it to be a client of your company?

• How much effort do your clients personally have to put forth to handle their requests?

• How did this effort compare to their expectations?


Customer Effort

WHEN CUSTOMERS HAVE TO EXPEND MORE EFFORT THAN THEY EXPECT, THEY LEAVE.

HIGH EFFORT = LOW CUSTOMER LOYALTY

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Managing Customer Expectations

• Customers expect timely, knowledgeable, friendly communication, pre and post purchase.

• Customers expect exactly what they ordered.

• Customers expect relatively fast shipping.

• Customers expect a reasonable return policy.


Decrease Customer Effort

• Take care of the person – put the Care back in Customer Care!

• Take care of the problem – resolve on the first call. Don’t make customer have to call back.

• Take care of the system – be proactive to avoid future problems

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A Promise Is A Promise …


Making & Keeping Promises

• Don’t make promises you can’t keep.

• If you have to use asterisks and fine print to qualify your promise, don’t make it.

• Treat your “VIP customers” like they really are very important to you.

• Take responsibility for the entire experience – make sure your promise is kept by your partners.

• Keeping only part of your promise is breaking it.

• It’s better to be under-estimated – then you can “surprise and delight.”

• Tell the truth.

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The Stand-Out-Service™ Mindset

• Stop trying to delight your customers – start making it easy to do business with your company

• Focus efforts on decreasing customer effort

• Manage customers’ expectations

• Under-promise and Over-deliver


Making Every Call Into A Stand-Out-Service Experience

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Creating the Stand Out Service™ Experience

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Live Phone Contacts Are Decreasing

It’s a multi-channel world!

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12


Components of Stand Out Service™

• Emotional

• Simple

• Personal


ESP: Emotional

13


ESP: Simple


ESP: Personal

14


Reframing Your Language

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Forbidden Phrases

• Calm down

• Can I be honest with you?

• No problem

• Our computers are slow…

• You have to ….

• Yes, but

• What’s your name again….

• Sorry, that’s our policy

• You don’t understand

• There’s nothing I can do

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From To

Negative Positive

Past Future

Drawbacks Benefits

Disadvantages Advantages

What can’t be done What can be done

What’s beyond our control What’s within our control

What it costs What it’s worth

There’s nothing I can do Here’s how I can help

It’s not my fault I can be part of the solution

It’s all or nothing Let’s find the best option

It’s a system problem Improve the process


The Language of SOS

From To

Calm down

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The Language of SOS

From To

Calm down • Apologize• Empathize• Assure


Acknowledge The Concern

Put yourself on the guest’s side by agreeing in principle

with their feelings. You might say:

• I can appreciate your concern about . . .

• I understand how you feel . . .

• I can see why you’d want to know more about . . .

The exact words you use are not as important as the

feeling you convey. You have to reestablish rapport.

17


Empathize

When you empathize, you acknowledge and validate how the customer is feeling. In effect, you agree that in a similar situation you might feel the same way. You generally say something like this:

• I understand how you feel.

• I know how frustrating that can be.

• I’d feel the same way.

• I can imagine how annoying that is.

• I appreciate your concern.


Assure

When you assure, you tell the customer that you will do everything you can to help. You might say something like this:

• I can take care of that for you.

• I’ll be glad to answer any questions about your bill.

• I’ll do everything I can to take care of this situation.

• Let me get some more information from you and see how I can help you with this.

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The Language of SOS

From To


We can’t do that


The Language of SOS

From To


We can’t do that • Tell the customer what you CAN do• Offer a positive alternative

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The Language of SOS

From To


We can’t do that • Tell the customer what you CAN do• Offer a positive alternative

I don’t know


The Language of SOS

From To


We can’t do that Well, here’s what we can do…..

I don’t know • That’s a good question. Let me check and find out for you.

• That’s a good question. Let’s get you an answer.

• That’s a good question. I’ll check with my manager – are you able to hold?

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The Language of SOS

From To






You’ll have to


The Language of SOS

From To






You’ll have to

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The Language of SOS

From To






You’ll have to • Here’s how we can help you• You’ll need to….• The next time that happens, here’s what you

can do


The Language of SOS

From To

Just a second

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The Language of SOS

From To

Just a second • Present a benefit (WIIFM) to caller• Define your plan of action• Set realistic timeframe• Ask permission


The Language of SOS

From To

Just a second • Present a benefit (WIIFM) to caller• Explain what you will be doing• Set realistic time expectations• Ask permission

That’s not something I can do

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The Language of SOS

From To



• Acknowledge that you want to help• Empathize • Tell caller what you CAN do


The Language of SOS

From To




Sorry, that’s our policy

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The Language of SOS

From To




Sorry, that’s our policy

• Show compassion and empathy• Step into customer’s shoes and consider

what he/she is experiencing• Explain again what you CAN do!



From To

Negative Positive

Past Future

Drawbacks Benefits

Disadvantages Advantages

What can’t be done What can be done

What’s beyond our control What’s within our control

What it costs What it’s worth

There’s nothing I can do Here’s how I can help

It’s not my fault I can be part of the solution

It’s all or nothing Let’s find the best option

It’s a system problem Improve the process

25


Questions and Answers

50


Forbidden Phrases All Customer Service Professionals Should Avoid

Kerry Weiner Elkind

The Elkind Group

www.elkindgroup.com

@theelkindgroup.com

27

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