Monitor and be sensitive to the caller's tone and what it tells you. Are they angry, confused, frustrated, or looking for information? Respond accordingly. For instance, if angry, respond with a sense of urgency to correct the issue. If they are excited and yelling, respond by lowering your normal tone a bit and speak in a slower rhythm in an attempt to de-escalate the caller. At the same time be careful not to let the delivery of the message distract your from the content. Respond to the tone, but pay attention to the message itself to uncover the real issue.
Tone is the vocal quality that indicates an emotion or feeling. Pace refers to the rate of your speech, either fast or slow. Pitch is the sensation of highness or lowness. Finding the right balance among these qualities ensures that your voice is pleasant to hear and makes it easy for the caller to talk with you.
Staying aware of your feelings and how you look will enable you to create and maintain a positive customer experience.
While it feels like the caller is angry at you, try not to take the situation personally. Even if the caller is the one at fault, avoid blaming them or pointing out what they did wrong. Do take responsibility for fixing it, though; the caller is really asking for a change, and you can make that happen.
If you find you have trouble apologizing, try saying, "On behalf of <Company Name>, I hope you'll accept my apologies."
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Welcome to Creating the Customer Experience module.
The purpose of this module is to introduce you to the importance of exceptional customer service and to provide you with tools to create those extraordinary experiences for callers.
During this module you will cover the following topics:
- Greetings for calls, emails and chat
- Active listening and using these skills in a variety of situations
- Engaging the caller through your voice
- Non-verbal communication
- Up-selling techniques in a service-oriented world
- Closing a call to leave a lasting impression
By improving your capabilities to please callers again and again you will directly contribute to your organization's goal of providing an exceptional customer experience.
Listening skills are the foundation for effective communication.
The goal of listening is to really understand what the speaker is trying to tell you. During this process, you begin to better understand the caller, by relating what the caller is saying to things you already know.
Solid listening skills develop as you engage yourself with callers. Use these helpful techniques:
- ENCOURAGE AND PROBE
Ask questions that encourage the caller to help you identify the main factor causing the issue. Use neutral words and don't agree or disagree with what the caller is saying. The purpose is to convey interest in your caller and obtain information. - CONFIRM AND CLARIFY
State your understanding of the issue to the caller. Ask questions to clarify information you don't understand. The purpose is to show that you are listening and understand, and to obtain addditional information. - REFLECT AND VALIDATE
Occassionaly use verbal "head nods" such as "Oh, I see" so the customer knows you are paying attention. Reflect back to the caller their basic feelings, and acknowledge and show appreciation for their feelings, efforts and actions. The purpose is to reveal that you understand how the caller feels and acknowledge the worthiness of their points. - RESTATE AND SUMMARIZE
Repeat major ideas, issues, comments or questions including how the caller feels. Offer your willingness to help. The purpose is to confirm your understanding of the issue, recap the discussion and establish a basis for further discussion.
Read the following scenario and then advance to the proceeding activity.
You will be presented with a series of multiple choice questions that will lead you down appropriate or inappropriate paths. You will only receive feedback once you reach the natural conclusion of a path, and you can click Replay to try the activity again. Please note that it is possible to take a path where every option is incorrect. Keep trying as many times as you like. If you want to review the scenario while you are in the activity, click the INFORMATION button.
You are working for a computer hardware organization. A caller is saying that he purchased a computer from the organization last month. Unfortunately, he is not satisfied because he has been having a lot of problems.
To continue, click the LAUNCH ACTIVITY button below.
To continue the positive experience you are creating through a proper greeting and good listening skills, you want to be able to engage and hold the attention of your caller.
To hold your caller's attention, use the following strategies:
- Speak in the right tone: Use your voice to convey a relaxed but attentive attitude toward the caller.
- Speak at the right pace: Dont rush through your words, or slow them unnecessarily.
- Speak at the right pitch: Avoid using a high voice or a low, barely audible voice.
- Verbalize what you are doing: Help the caller see what you are doing and follow your progress.
- Use proper phone etiquette: Avoid eating or drinking during a conversation as the receiver amplifies the noise.
- Mirror the caller's tone and pace - but only if they are not unhappy.
Read the following scenario and then advance to the proceeding activity.
A caller has asked you a complicated question that will involve searching through several screens before you can answer it.
To continue, click the LAUNCH ACTIVITY button below.
Non-verbal communication is the act of conveying information through facial expressions and body language. These actions are reflected in your voice and can be heard. Even though your callers can't see you, they will still be able to determine your attitude. For example, if you are sleepy and slumped in your chair, your voice will also sound tired.
Always remember to smile during your calls. It relaxes your vocal cords and will make you sound more friendly and relaxed. An ordinary conversation can be enjoyable and pleasant for you and your caller when they hear your smile.
It's also important to note that the tone of your voice is contagious. For example, if you remain calm when dealing with a difficult caller, you can calm the caller too, and make the situation better.
Tip: Keep a mirror at your desk.
There will be situations where the organization you are representing has made a mistake and a caller is justifiably upset about it. Giving the caller a prompt and effective apology can soothe and reduce the intensity of the caller's anger, hopefully helping to save the business and maintain the relationship.
It is appropriate to say "I'm sorry", "I can only apologize", or "I truly regret...". Avoid saying "I'm sorry for the inconvenience". This statement is often over-used. Most importantly, how you say your apology will make the difference - you must sound sincere.
Be specific about the caller's concern. You don't always have to state the fact (the product was defective), but do refer to the principle behind it (the product should be in working condition when you receive it).
Remember, there is no need to apologize endlessly.
Read the following scenario and then advance to the proceeding activity.
You work as a customer service representative for a food organization. Joan Clark called complaining that the pork roast she bought turned into a brick after she cooked it. Even her electric carving knife couldn't penetrate it.
To continue, click the LAUNCH ACTIVITY button below.
To successfully upsell to a customer, key steps need to occur. You are already familiar with some of the skills, but others apply specifically to upselling.
Many customer service positions will grant the representative an opportunity to sell other products and services to the caller. Since you are already helping the caller, you may be able to create a more satisfying solution by grouping products and services together. Be careful though: if someone has called about a problem, be sure that it is fixed before you upsell!
The key steps for upselling that need to occur are as follows:
- Listen and probe.
- Discover the need - Direct your questions to understand what the customer really needs and truly values. Look for these opportunities:
- You know your product or service works much better with a complimentary item.
- Another product/service will eliminate the problem about which the person is calling.
- Your caller is having success with your product or service, and you can offer them a good deal on more of it.
- Confirm and clarify the customer's need.
- Present an offer - Present a product or service that would help the caller by being a real solution to the caller's need. Present it casually, almost as an afterthought. Customers will appreciate your thoughtfulness in offering them an added benefit they didn't know about.
- Handle objections - Address the concerns the caller may have about your offer.
- Close the deal - Confirm the item ordered, the quantity, the price, and the billing and shipping information. Thank them for their order.
Read the following scenario and then advance to the proceeding activity.
You are ending a call with Mr. Drake who has been particularly difficult and who sorely tried your patience, but you've answered all his questions and resolved his problem. You can't wait to hang up and get off the phone with him. But before you can, Mr. Drake raises his voice.
To continue, click the LAUNCH ACTIVITY button below.
Congratulations, you have completed the Creating the Customer Experience module.
In this module, you learned about:
- Greetings for calls, emails and chat
- Active listening and using these skills in a variety of situations
- Engaging the caller through your voice
- Non-verbal communication
- Up-selling techniques in a service-oriented world
- Closing a call to leave a lasting impression