In this workshop we look at the key ingredients your people can engage with and use quickly to really WOW! your customers every day. Whether on the 'phone, face to face or in writing HOW we communicate will directly influence our customers perception and feelings about us as a service provider. Done well and consistently and they'll keep coming back for more time and time again.

1. “WOW…That’s What I Call
World Class Service!”
7th March 2017
Welcome To Your EC Workshop

2. About Me…
 EC Member for nearly 6 years
 3rd Year in Nigel's Mastermind Group
 Nige is also my client…working with his team for 3 years
 30+ years on frontline – telesales, customer service and leadership roles
 Telemarketer for BUPA to co-owner of First Impression Training (FIT)
 Blue-chip clients - call & contact centre environment
 2017 Launch of FIT Online “The Ultimate Customer Service Training Programme”

3. Todays Agenda…
The Ultimate Customer Service Toolkit
 How to become a Service Legend
 Knowledge, skills and attributes of the Brand Ambassador
 Attitude is everything! Top 10 Tips for staying on track
 Mehrabian’s Model and the power of visual, verbal and vocal communication
 10 Super Secrets to ensure world-class customer service
 How to manage difficult conversations &/or difficult customers
 A winning Call Recipe – it’s all in the Hello’s and Goodbyes!
 Rapport – the Golden Thread of effective communication

4. Your Personal Aims and Objectives
What do you want from this Workshop?

5. Your Sole Reason for Being
“To ensure a PME for EVERY customer, EVERY time”

6. Becoming a Service Legend – it Pays to Care
 Receive good service = 5 people
 Receive bad service = 11 people
 36% = use social media to complain
 42% = expect response within 60 minutes
 Major customer problem resolved = 82% return
 48% = happy with just an apology
 Sort the problem = 4 times more loyal
 68% leave = “lack of care or contact” by provider
 86% = 25% more for a “better customer experience”
 84% of a customer’s experience is EMOTIONAL
 First and last impressions are VITAL to create the right EMOTIONS & FEELINGS

7. Maintaining a Positive Attitude
 Anchors
 Smile
 Posture
 Roosevelts Rule
 Mix in Success
 Keep it in Perspective
 Fake It
 Reframe
 Screen Idea
 Mental Enema Technique

8. Customer Service Toolkit – The 1%ers
 Enjoy and be positive
 Develop a Language of Influence
 Bury the R.I.P. Language
 Give a WIIFY!
 Apply 2nd Option Technique
 Follow UPOD Rule
 Use KISS Principle
 Manage Difficult Conversation:
 Tape Technique
 FPQ Technique
 Reframe Technique
 ABC Technique
 It’s all in the HELLOS and GOODBYES!

9. Give a WIIFY!
 What’s In It For You!
 Whenever need customer to do ANYTHING
 Give the benefit FIRST
 Generally start with “In order to….” or “So that…..”

10. Use 2nd Option Technique
 Create the illusion of choice
 Sense of customer control
 2 options both similar and acceptable
 Preferred choice offered second
 Change vocal tone and inflection

11. Follow the UPOD Rule
 To manage customer expectations
 To manage your own workload
 3 magical words – “Within“ / “By” / “Before”

12. Use the KISS Principle
 Keep It Simple and Straightforward
 Don’t use 20 words when 10 will do
 Use language that mirrors and mirrors your customer
 Communicate on your customers wavelength
 Focus on the positives – what you CAN do, not what you CAN’T
 Avoid the typical “call centre” speak
 Let your customer know what’s in it for them
 Offer choices to make customers feel in control
 Manage their expectations

13. Managing Difficult Conversation
 Tape Technique – when you need to deliver SOME bad news
 FPQ Technique – when there’s NO good news AT ALL
 ABC Technique – when it’s time to call time
 Reframe Technique – when you need to prove your customer wrong!

14. Vocal Communication
Volume
Tone
Pitch
Inflection
Pace
Pausing
Voice Maintenance

15. Rapport – The Golden Thread
 Smile!
 Use customers name
 Be genuinely interested
 Respect personal space
 Ask questions
 Actively listen
 Mirror and match
 Be aware of OWN communication
 Appeal to PMMFS bubble!
 Give thanks!
“A quality relationship of mutual trust, knowing and liking”

16. Journey to Service Excellence – a Winning Call Recipe
STEP 1
STEP 2
STEP 3
STEP 4
- WELCOME
- FIND OUT
- MATCH BACK
- CLOSE

17. Psychology of the Inbound Call
High Tension
Low Trust

18. Your Corporate Welcome - The Voice of Your Brand
 Verbal Handshake
 Company Name
 Offer of Help
 Certainly Phrase
 Name Exchange
 WIIFY for security purposes*
 Reaffirm reason for call*
 Verbal signpost into call…
* if applicable
NB. 4-14 seconds to create a great first impression!

19. Your Corporate Goodbye - The Voice of Your Brand
 Confirm and summarise and/or agree next steps
 Confirm satisfied customer – “anything else” question
 Create the FGF to ensure a PME!
NB. 84% of your customers experience is emotional – they’ll
forget what you said and even what you did for them, but
they’ll NEVER forget how you made them FEEL!

20. Way Forward…
 Remember, ideas DON’T work…….unless YOU do!
 So what 3 key things will you do differently tomorrow……?
 Commit to ACTION NOW!

21. Want To Find Out More?
Tel: 01622 761 321
Mob: 07713 626 011
Email: marie@calltraining.co.uk
Claim Your FREE Resources
www.calltraining.co.uk
helping you to deliver…..
WORLD CLASS CUSTOMER SERVICE !

22. Ultimate Customer Service
Training Programme