Customer Service Training

Customer Service Training

Sales Culture

It is important to realize that EVERY single employee that comes into contact with a customer, whether over the phone, by email or in person, is part of the sales process and therefore directly contributes to the company's profits.

Sales Essentials

Like it or not, THE CUSTOMER IS ALWAYS RIGHT. Even when they're completely wrong, they're right.

Be personable. Connect. People do business with people they like.

Create memories. Make every point of contact you have with the customer a memorable one. Build unexpected moments of delight.

The Perfect Greeting

If you recognize the customer - let them know. (even if you don't remember their name)

"Mr. Smith, it's so nice to see you again! What are we planning this time?"

" Good afternoon! It's nice to see you again."

"Welcome back, we appreciate your coming to see us again."

Ask if they've been in before. Familiar means safe. Safe means trust. And trust means buy.

"Good morning, thank you so much for calling Bravo. Have we had the pleasure of serving you before?"

Ask about the weather. It sounds so simple but this is a way of disarming the customer and gets them talking about something where they can be the expert. Be sure to respond to whatever comment they make, that way they know you're listening and not just using a technique on them. from out of the wind now.

You: "Brrr.. It sure looks cold out there"

The Customer: "Ya I'm sure sick of winter!"

You: "Don't worry, spring is just around the corner. Can I get you a coffee to warm you up in the meantime?"

Compliment appropriately. Be careful, you don't want to sound phony. Don't say something like, "Hello, you look lovely today." Rather choose a certain something you genuinely like and comment on it.

"That's a great scarf! It goes with all the rich golden tones that are so in right now!"

Most important is timing! Greet the customer within 30 seconds!

Even if you are too busy to serve them right away, popping your head out with a quick, "Hi! Welcome to Bravo! I'll be right with you. Feel free to look around."

The Worst Greetings

A stare - like employees are watching to see if you're going to steal something.

The daze - they pretend they're so busy they can't see you.

"Can I help you"

A canned phoney sounding speech.

Customer Service Basics for Everyone!

4 Core Values

Connect

Discover

Deliver Value

Close

Connect

Greet the customer, thank them for choosing Bravo for their rental needs

"Good morning Mrs. Smith. My name is John and I am here with your Bravo delivery. Thank you for your order by the way, where can I bring this for you?"

"Good morning everyone. My name is Jane. Welcome to Bravo and thank you for stopping by."

Discover

Ask questions and listen to the customer to find out what they need.

"What brings you to Bravo today?"

"What type of event are you planning?"

"What can I do to help?"

Deliver Value

By knowing your product and being genuinely interested in your customers' needs you will by default end up helping them and they will appreciate the value you and the company you represent are bringing them.

"Oh so you're planning your parents' anniversary at the Science Center. We know that venue very well. Let's sit down and go through everything you may need to make your event a success"

"I see you've ordered the Blodgett oven. Did you want to take a few moments so I can show you how to start it properly"

Close

Ask for the sale

"I'm so pleased we were able to cover just about everything today. Can I go ahead and reserve this for you?"

"Everything is in the garage where you requested. Are you satisfied with the service you received today? Do you have another upcoming event that I can get our customer service staff to help you with?"

Communication Break Down

Body Language 55%

Tone 38%

Words 7%

Posture

Keep your posture as straight as possible. Keep your shoulders and arms relaxed and your chin up.

Eye Contact

Good eye contact means you are looking people straight in the eye when they are talking. Dont stare, look away about every 5-8 seconds

Open vs. Closed Body Language

Feet pointed towards the person in front of you, arms by your side and good eye contact.

Proximity and the 4 Zones

Public zone (12ft)

Social zone (4-12ft)

Personal zone ( 1-4ft)

Intimate zone ( 0-1ft)

The Personal Zone

When dealing with a customer you will be in his/her personal zone. You're standing close enough to talk and theres a bubble that starts to form around you and the customer. You dont really pay attention to other people because your focus is on the person in front of you. This is usually about an arm's length away.

10 Commandments of Great Customer Service

Know who is boss

You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays our salary and makes your job possible.

Be a Good Listener

Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants.

Identify and Anticipate Needs

Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.

Make Customers Feel Important and Appreciated

Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.

Help Customers Understand your Systems

Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization.

Appreciate the Power of Yes

Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.

Know How to Apologize

When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.

Give More Than Expected

Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following:

What can you give customers that they cannot get elsewhere?

What can you do to follow-up and thank people even when they don't buy?

What can you give customers that is totally unexpected?

Get Regular Feedback

Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.

Listen carefully to what they say.

Check back regularly to see how things are going.

Provide a method that invites constructive criticism, comments and suggestions.

Treat Employees Well

Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.

Successful Sales Tips

Passion generates success

If you're confident, people assume you're competent

Be proud, not prideful - nothing is below you

Be goofy vs. cool (memorable)

Ask for the car jack - don't psych yourself out. You never know what someone will say.

Phone Etiquette

Announce your name and use the customer's name.

Be aware of your volume

Don't answer the phone when face-to-face with a customer

Ask to put a customer on hold, let them know for how long and respect the time you gave them

"Would it be possible to put you on a quick hold? I'll be back on the line in less than a minute?"

Tell the customer if you will be transferring them.

Ask questions and LISTEN

Most important - SMILE!

The Phone Greeting

The phone greeting is the first things the customer hears when he/she calls. It defines your company's image and MUST be consistent because familiarity makes people comfortable. It must also be:

Be appropriate

Be responsive

Be efficient

Be sincere

The Bravo Phone Greeting

"Bonjour, merci d'avoir appell Bravo, mon nom est _______. Comment allez-vous aujourd'hui?"

The Farewell

The farewell is equally important as the greeting. Remember, this is done AFTER you've asked for the sale. "Can I reserve this for you today?" This does not have to be as consistent as the greeting but must include:

The customer's name

An inquiry as to whether or not we were able to answer all of the customer's questions/needs.

The company's name

A thank you

A closing statement

"Well Mrs. Smith, it was a pleasure speaking with you today, was I able to answer all of your questions today? Thank you so much for calling Bravo rentals and I look forward to speaking with you again. Have a great day!

" Alors Mme. Smith, est-ce-qu'il y a autre chose avec laquelle je peux vous aider aujourd'hui? Merci d'avoir appel Location Bravo, je vous souhaite une excellente journe!"

Cold Calling

Schedule a Time

Be prepared - who are you calling? Why are you calling?

The goal of the call is to build a relationship. NOT to sell.

The Basics

3 calls: each call 48-hours apart

Be you without being a stalker

Give them permission to reject you

Call 1

Hi Mr. Smith, this is Jessica calling from Bravo, I'm just calling to say hi. When you have a free moment give me call. 514-685-8000. Thanks so much, have a great day.

Call 2

Hi Mr. Smith, this is Jessica calling from Bravo. I left a message the other day, I guess you were too busy to call me back. Anyway, just wanted to touch base. Give me a call when you can. 514-685-8000.

(Guilt is powerful)

Call 3

Hi Mr. Smith, Jessica from Bravo again. Guess I missed you again. I've left a few messages and I'm just calling to say hi and I'd really appreciate if you'd calling back, even if it's just to ask me to stop calling. Hope to hear from you soon. 514-685-8000.

If you Actually get to Speak to a Customer

Don't sell!!! You are simply developing a relationship.

"Hi Mr. Smith my name's Jessica, how are you doing today? I'm just calling to say hi. I work for Bravo Rentals and I just wanted you to know that we're here for you if ever you need us. I was wondering if I can give you a call in a couple of weeks just to touch base.

If the customer says no.

"Listen, I completely understand you don't want to be bothered and that's not what I want to do. I just want to give you call, say hi and then you can hang up. How does that sound?

By having the permission to call the customer, this adds them to your "Permission Sphere" (a list of people who do not currently do business with you but who you interact with on a regular basis.)

Things to Retain

Be goofy - not cool! Be memorable.

Gatekeepers (receptionist):

Don't try to get through them - get to them!

Dont try to sell create a memorable experience

What can you do for them not what they can do for you!

In Person

Be Persistent

Be Patient

Be Purposeful

If you're going on a sales call make it a point to visit surrounding companies.

"Hey I was in the are visiting Mr. Smith at Smith's Catering and thought I'd just stop by the say hi."

Conflict Resolution

4 Interactive Styles

The Romantic

The Warrior

The Expert

The Mastermind

Romantic

Warrior

Expert

Mastermind

Emotionally sensitive

Logically Sensitive

Process Sensitive

Conceptually Sensitive

Likes consensus

Competitive

Detailed

Broad View

Tactful and Diplomatic

Outcome Oriented

Linear Thinker (step-by-step)

Systemic Thinker(systematic)

Self Sacrificing

Efficient

Risk Aware

Risk Tolerant

Intrinsic Need Appreciation

Intrinsic Need Independence

Intrinsic Need Security

Intrinsic Need Options

Romantics

Needs:PraiseConsensusHarmonyPositive Emotional Environment

Potential Conflict:WarriorsPerceived Lack of EmpathyFeeling Unappreciated

Coping/Toxic Behaviours:Passive AggressionCTL (Crap Tolerance Level) Container Feigned Concensus

Warriors

Needs:IndependenceInfluenceSuccessResults

Potential Conflict:ExpertsLack of ProgressOver-Managed

Coping/Toxic Behaviours:Lashing OutDictatorial Failure to CommunicateOver-Control

Experts

Needs:SecurityDetails AccuracyCompliance

Potential Conflict:MastermindsRiskInconsistencyResults prioritized above quality

Coping/Toxic Behaviours:StubbornVapour LockBlame GameIgnore and Continue

Masterminds

Needs:VarietyStimulationEnthusiasmInnovation

Potential Conflict:RomanticsMalcontentsNarrow MindednessRoutines and Policies

Coping/Toxic Behaviours:Going RogueLack of FocusChanging TopicsIgnore and Continue

Everyone is living in their own reality and that is the only reality they know

2 Models for Handling Conflict

Personal conflict (no one has leverage)

Professional conflict (one person has leverage)

Personal Conflict Model

Listen

Confirm

Validate

Emphasize

Address (Avoid the "But" Reversal)

Regain Concurrence

Make Commitments

"If I understand correctly, you'd really love to rent the plexi bar for your event but you're concerned with the investment.

I agree that it is more pricey than the other bars in our inventory and I understand where your concern is coming from. And (don't use BUT) it is the most stylish bar making it in very high demand.

What if we looked at the other bar options to see if they can fit into your vision of a perfect event.

If after that you still want the plexi bar, let's work together on finding a way to cut costs in other areas so we can fit the plexi bar into your budget."

Professional Conflict Model

Listen and confirm

Apologize

Solve

Thank

"Let me make sure I understand. You're upset because the bar you ordered isn't in the best condition. I am terribly sorry that you're experiencing this. Let me call the sales office and see if we can replace it with something else. Thank you for bringing this to my attention. Give me a few minutes to get this settled for you."

The Fight/Flight Response

During a conflict the fight or flight response comes into play

You will either stay and fight back or flight (physically or mentally)

When your body enters fight/flight mode you loose 50% of your IQ

Within 8-10 seconds you start to regain in

TAKE A DEEP BREATH

Active Listening Skills

Listen to the other person's perspective with no interuption

Use encouraging facial expressions (eye contact, head nodding)

Clarify any points of confusion

Do not judge or challenge the validity of the other person's perspective

Write the critical points of the conflict down on a piece of paper

Discuss the issues and problem solve how to resolve them in the futur

Each party should make a commitment to future behaviours related to these issues

The goal is to have a broader understanding of the issue - not to win an argument

If all else fails, practice "forced empathy". Ask them to describe what they think your perspective is and vice versa.

Important Things to Note

Avoid the "But Reversal": "But" means you're being critical, "And" does not.

Nodding your head and smiling are the 2 most contagious facial expressions

Conflict is the issue - not the person

Enter into a resolution with a SINCERE desire to understand

Try to emotionally understand the other person

Keep in mind the 4 interactive styles and how they affect a person's thought process