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Power Of 30 Seconds: Best Practices for Exceptional Support
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Power Of 30 Seconds: Best Practices for Exceptional Support

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What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived. …

What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived.

Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, who will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more.

You will also learn how remote-support technology helps you maximise your impact within the first 30 seconds of a support call by enabling you to see the problem, diagnose it and effectively resolve it - ensuring a healthy, long-lasting customer relationship.

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  • 1. The Power of 30 Seconds Best Practices for Exceptional Support Thank you for joining! You will be connected to audio using your computer’s microphone and speakers (VoIP). A headset is recommended. We will begin at approximately 11am India ST
  • 2. Introduction to Moderator Shivanu Shukla Industry Manager, Frost & Sullivan
  • 3. #30Seconds
  • 4. Welcome Webinar Attendees 1. Viewer Window 2. Control Panel Type your question here
  • 5. Introduction to Speakers Rich Gallagher, President, Point of Contact Group Brenda Dentinger, Product Marketing, Citrix Online
  • 6. What we will learn today Steps for coaching your team to manage the first 30 seconds of a support transaction Set customer expectations, establish trust and measure the effectiveness of the interaction Leverage remote-support technology to quickly diagnose and resolve technical issues
  • 7. Introduction: A tale of two support calls
  • 8. What happens in the first 30 seconds? Your agents create psychological triggers that govern the other person’s response They broadcast their own level of competence They build a level of trust that affects the life cycle of the entire transaction
  • 9. Polling Question How do you think most people on your team would respond when a customer says “I’m at the end of my rope with this problem.”? 1. Uh-oh ... it’s going to be a long call. 2. I am good at turning situations like this around. 3. My job would be easier if people didn’t dramatise everything. 4. This person could be legitimately frustrated … or high-maintenance.
  • 10. The first step: The inner game of customer support What people think before they speak determines how the first 30 seconds will go •Tone of voice •The words they choose •How they react
  • 11. The science of our “vibes”: Common thinking traps Negative expectation: the presumption things will go wrong “Here comes another demanding customer” Stereotyping: assuming patterns in people “These kids/elderly/non-native speakers take up a lot of my time” Personalisation: it’s all about me “This person’s frustration is directed at me, not their computer problem”
  • 12. Managing your “vibes” Unconditional positive regard: imagine one good thing about the customer “This person cares about doing a good job” Reframing: choose an alternate description for the situation Turn “she is wasting my time” to “she is detail-oriented and I can help” Reattribution: seek other causes for customer emotions “She may be shy, not passive-aggressive”
  • 13. The second step: The first things you say Opening statements – particularly after your company’s scripted greeting – set the tone There is no one universal effective opening statement Effective openings are: Sincere Appropriate Benefit the customer
  • 14. An example of an effective opening Step 1: “Welcome to XYZ company. May I have your name?” Step 2: “Hello (name), what can I do for you today?” Step 3: Paraphrase the customer response
  • 15. Polling Question How do you think most people on your team would respond when a customer tells him/her that their software is not working? 1. “I am sorry to hear that.” 2. “I understand.” 3. “So your software stopped working on you. Let’s take a look at what happened.” 4. “Can you tell me more about what happened?”
  • 16. The third step: Your initial response Many standard “support” responses create bad reactions Repeating customer issue word-for-word Asking questions before acknowledging customer Using catch phrases The best first response is a three-step process: Paraphrase customer statements Acknowledge the customer’s agenda Make an action statement
  • 17. The three octane levels of acknowledgment Level 1: Observation “I can see this software problem is really frustrating you.” Level 2: Validation “No one likes to have their word processor freeze.” Level 3: Identification “I would be unhappy if my bill wasn’t correct either.”
  • 18. Canning the catch phrase: Words to avoid in the first 30 seconds Avoid these phrases like the plague: “I’m sorry” – usually followed by “but” “I understand” – no you don’t “You’ll have to” – no one “has” to do anything Because of overuse, people process these phrases to mean “I don’t care” The sentiments are OK, just choose different words
  • 19. The fourth step: The “Quiz Show” technique Wording things in the form of a question shows interest and gathers data Helps transaction become much less likely to become adversarial
  • 20. The anatomy of a good question Good questions are targeted, relevant, benefit-driven, and respectful The best questions link to the customer’s own statements “Since you started getting that error message, has your system performance changed?” The worst questions are scripted, off-topic, and unexplained “I have a disk drive error.” “What version of the operating system are you using?”
  • 21. Summary You can teach people how create a great service experience in 30 seconds or less Customers respond to: What you are thinking Opening statements First responses Good questions The right communications skills integrate with tools like GoToAssist
  • 22. Augmenting Communication with Remote Support Technology 1. Connect Instantly to See Problems 2. Collaborate to Solve Complex Issues 3. Get Customer Feedback 4. Monitor & Analyse Performance 5. Define and Reach ROI
  • 23. # 1: Connect Instantly to See Problem Initiate Session via Web or Phone
  • 24. # 2: Collaborate to Solve Complex Problems 1st to Market END‐USER TIER 1 TIER 2 ESCALATED TIERS VISIBLE INVISIBLE OR MANAGER SILENT MONITORING
  • 25. # 3: Get Customer Feedback Post-session surveys and online reporting provide immediate, measurable feedback on the end-user experience Jerry did an excellent job. What a life saver. Excerpt from Management Reporting
  • 26. # 4: Monitor and Analyse Performance Reporting Real-time Monitoring Session Playback Administration
  • 27. # 5: Define and Achieve ROI Goals Develop Clear and Measurable Goals FCR C-SAT ROI % % $
  • 28. Win a copy of How to Tell Anyone Anything Question How many remote support sessions can a GoToAssist subscriber conduct per month? Answer Unlimited.
  • 29. Questions & Answers
  • 30. Get Started Today! Complimentary Trial 1 800 103 5551 www.gotoassist.com/corp +91 80 4179 6622 (Bangalore) or +91 22 6156 3607 (Mumbai) Look for a Link to the Recorded Session within 24 Hours
  • 31. More Power of 30 Seconds related information: To learn more about today’s topic, visit www.greatcustomerconnections.com Rich Gallagher’s communication skills training programs, visit www.pointofcontactgroup.com To contact Rich: Email: gallagher@pointofcontactgroup.com Twitter: @gallagherPOC