CALL PATHS are a structured way to handle inbound calls. They have many benefits to the phone rep and to the organization. This presentation gives the framework for why call paths are important from a customer service prospective, then describes Gary S. Goodman's "Universal Call Path."
This training was originally developed for MidMichigan Health's inbound physician referral and customer service call center.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
This powerpoint presentation helps to establish basics for taking care of customers while at the same time reiterates examples numerous times for people who are crucial to our customer satisfaction. It addresses how devastating the loss of one customer can be through not providing the ultimate customer experience. one service failure can sink a business. Your frontline people and everyone they work with are part of the internal customer network. As a team they must all work together to provide the unforgettable customer experience and exceed the customers\’ expectations.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Retail customer service training PowerPoint
This is an easy presentation to understand. Train employees on the importance of basic customer service.
please visit my website - www.bamservicetraining.com
9 Top Qualities of a Successful Call Center AgentTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Hiring an excellent call center agent is never an easy task. Candidates can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it's helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful call center agent.
In a world where customer acquisition costs are 4-5 times more then the costs of retaining customers, companies need to focus on improving customer satisfaction and keeping customers happy.
Customer Service: Gain and Retain Customers- Bowman, 2016Glenn Muske
Customer service can be a great way to both gain as well as retain customers. While we often think of service only after a transaction, it actually starts long before and goes on forever. It is a key marketing tool.
This powerpoint presentation helps to establish basics for taking care of customers while at the same time reiterates examples numerous times for people who are crucial to our customer satisfaction. It addresses how devastating the loss of one customer can be through not providing the ultimate customer experience. one service failure can sink a business. Your frontline people and everyone they work with are part of the internal customer network. As a team they must all work together to provide the unforgettable customer experience and exceed the customers\’ expectations.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Retail customer service training PowerPoint
This is an easy presentation to understand. Train employees on the importance of basic customer service.
please visit my website - www.bamservicetraining.com
9 Top Qualities of a Successful Call Center AgentTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Hiring an excellent call center agent is never an easy task. Candidates can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it's helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful call center agent.
In a world where customer acquisition costs are 4-5 times more then the costs of retaining customers, companies need to focus on improving customer satisfaction and keeping customers happy.
Customer Service: Gain and Retain Customers- Bowman, 2016Glenn Muske
Customer service can be a great way to both gain as well as retain customers. While we often think of service only after a transaction, it actually starts long before and goes on forever. It is a key marketing tool.
Dr. Erik Miller of Paladina Health discusses the evolution of patient experience from the early days of analysis through what it looks like in the DPC model.
Watch the full session at: http://video.hint.com/dr-erik-miller-the-evolution-of-the
CEM Best Practices - 2011 KC Call Center EXPOVITEC, Inc.
The 2011 KC Call Center EXPO hosted and presented "the best of the best", once again. Cicero joined us and shared their expertise on the best practices of managing the customer experience. Companies that can track customer effort, especially at the customer, issue,
and agent level, are much better positioned to solve for customer effort, boost customer loyalty and ensure the highest level of customer satisfaction!
We are living in the era of buyers market. we Know customer is God. Then we should clearly know how to treat a customer or how to delight a customer. Here Green wind solutions Training professionals introduce the updated training module in Customer Service. We are happy to know your feedback.Green wind is offering a wide range of services and solutions which are powered with the latest technologies by specialized professionals. Green wind Solutions is a private limited company incorporated under the company Act in the cultural city of Kerala, Thrissur.We have lasting solutions in Corporate consultancy Finance Human Resource Marketing Brand Building Training and Development Social Media Marketing Creative agency Advertisement Counseling programs.
Paying attention: how to turn your customers from deluded to devoted webMind Gym
When it comes to customer service, we’re deluded. 80% of organisations believe they deliver excellent customer service, but only 8% of their customers agree.
This is a fact that leaders at Santander understood well and, with declining performance against multiple measures, propelled them to act to reverse the statistics. The key, they discovered, lay in getting frontline employees to take responsibility for how a customer feels.
Get an inside view of their transformative journey through the award-winning Customer FIRST programme, which has seen a tremendous turnaround of ‘Britain’s worst bank’ (The Guardian, February 2011) to scooping the Moneywise ‘Most Improved Customer Service’ award (June 2012).
In this 30 minute webinar you will discover:
-The principles on which the award-winning Santander Customer FIRST programme was built: the 5 employee drivers to customer devotion
-Focusing on customers pays more in the long-term than focusing solely on profit or product
-Identify what’s going wrong and how to get it right
Speaker: Sebastian Bailey, PhD, President, Mind Gym Inc.
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
Connect with Us:
Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
Mastering Multi-Touchpoint Content Strategy: Navigate Fragmented User JourneysSearch Engine Journal
Digital platforms are constantly multiplying, and with that, user engagement is becoming more intricate and fragmented.
So how do you effectively navigate distributing and tailoring your content across these various touchpoints?
Watch this webinar as we dive into the evolving landscape of content strategy tailored for today's fragmented user journeys. Understanding how to deliver your content to your users is more crucial than ever, and we’ll provide actionable tips for navigating these intricate challenges.
You’ll learn:
- How today’s users engage with content across various channels and devices.
- The latest methodologies for identifying and addressing content gaps to keep your content strategy proactive and relevant.
- What digital shelf space is and how your content strategy needs to pivot.
With Wayne Cichanski, we’ll explore innovative strategies to map out and meet the diverse needs of your audience, ensuring every piece of content resonates and connects, regardless of where or how it is consumed.
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times.
Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences.
The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.
How to Run Landing Page Tests On and Off Paid Social PlatformsVWO
Join us for an exclusive webinar featuring Mariate, Alexandra and Nima where we will unveil a comprehensive blueprint for crafting a successful paid media strategy focused on landing page testing.With escalating costs in paid advertising, understanding how to maximize each visitor’s experience is crucial for retention and conversion.
This session will dive into the methodologies for executing and analyzing landing page tests within paid social channels, offering a blend of theoretical knowledge and practical insights.
The Pearmill team will guide you through the nuances of setting up and managing landing page experiments on paid social platforms. You will learn about the critical rules to follow, the structure of effective tests, optimal conversion duration and budget allocation.
The session will also cover data analysis techniques and criteria for graduating landing pages.
In the second part of the webinar, Pearmill will explore the use of A/B testing platforms. Discover common pitfalls to avoid in A/B testing and gain insights into analyzing A/B tests results effectively.
36. ‘Well, thank you for calling the MidMichigan Health Line.’
‘Well, thank you for choosing MidMichigan for your health care needs.’
‘Well, thank you for choosing MidMichigan Health for your medical needs.’
‘Well, thank you for choosing MidMichigan Health and the University of Michigan Health
System.’
‘Well, thank you for considering a MidMichigan Health physician.’
‘Well, thank you for trusting MidMichigan Health for your medical needs’
36
38. The Universal Call Path
38
• The Greeting
• Promise of Help
• Offer of Additional Help
• Recommitment Line
39. More Reasons Why It Works
• Matches the 10 Elements of Customer Service
• Surprises and delights customers
• Reinforces perception of ‘helpfulness’
How may I help you?
Sure, Ill be happy to help you with that
And is there anything else I can help you with?
39
40. Use the Call Path All the Time?
• Maybe not, but exceptions are likely fewer
than you might think
• Even quick transfer calls can use:
‘Sure, I’ll be happy to transfer you to Dr. Welby’
40
41. Credits
10 Elements of Great Service and The Universal Call Path
are concepts from “Monitoring, Measuring, & Managing
Customer Service” by Gary S. Goodman, Ph.D.
41
42. Warren A. Johnson
Marketing Director
MidMichigan Health
4000 Wellness Drive
Midland, Michigan 48670
Phone (989) 839-3389
Fax (989) 839-3375
warren.johnson@midmichigan.org
www.midmichigan.org
www.linkedin.com/in/johnsonwarren
43
Editor's Notes
CALL PATHS = structured way to handle inbound calls. Several benefits to you as rep & to the organization:
Help calm & focus caller
Let caller know you competent & taking lead in conversation
Help build positive perception of organization & loyalty
B4 talk @ specifics, want to understand WHY call path works, so look at ELEMENTS of Great Customer Service.As we review, THINK of self going to a store & how you are treated.
Presenter:
Warren A. Johnson
Marketing Director
MidMichigan Health
4000 Wellness Drive
Midland, Michigan 48670
Phone (989) 839-3389
Fax (989) 839-3375
warren.johnson@midmichigan.org
www.midmichigan.org
www.linkedin.com/in/johnsonwarren
CALL PATHS = structured way to handle inbound calls. Several benefits to you as rep & to the organization:
Help calm & focus caller
Let caller know you competent & taking lead in conversation
Help build positive perception of organization & loyalty
B4 talk @ specifics, want to understand WHY call path works, so look at ELEMENTS of Great Customer Service.As we review, THINK of self going to a store & how you are treated.
Eager
When I go to hardware store, I like when someone is at door, or back in the department to help me.
Compare/Contrast Home Depot & Ace – home of the helpful hardware man
Compare and contrast Home Depot and ACE Hardware – home of the helpful hardware man. I swear the workers in Home Depot are running away from me.
Calm
I can get feisty when I go to return something. Best reps calm me down like babbling brook.
Donna: Feel conversation going up elevator; get on the down elevator
Other way= Long term view of relationship. Don’t want a divorce want to try to work it out. Customer angry now, but want/need as customer tomorrow.
Obviously, we don’t want to react in kind. We want to be a calm, babbling brook.
Donna always says when you see a conversation going up the escalator, you should jump on the escalator going down, lowering your voice, maybe your speed and so forth.
One of the reasons Dr. Goodman says you can be calm is because we can take a long-term view of our relationship with the customer. They’re upset now, but if we can get through this together, we have years of doing business together. We don’t want a divorce; we want to work it out.
Companies that provide good customer service recognize that there is a tomorrow.
Blame
When I return something, good chance I contributed: Pants/weight gain; Wrong widget; Typo on ordering
Company could weasel, but best don’t. They move forward
If I’m a customer, there’s a good possibility that I contributed to the problem that I contacted the store about.
Maybe I bought something, then I put on some weight and it didn’t fit anymore. Or I wasn’t careful when ordering a part and I got the wrong widget. Or I got a message or a letter and I didn’t do anything about it and now the deadline is past.
So it can be easy for a company to weasel out of helping me, because I caused the problem. But really great customer service companies like Norstom’s don’t use any of these chances to shift responsibility, they just move forward
Extra Thing
Fun point: Remember as kid when got prize inside cereal box? Cereal box said prize inside…my surprise was that it was still there b/c older brother & sister.
Today, Kohl’s cash is example. Extra prize you get for shopping there
One my favorite authors, Seth Godin, wrote whole book @ phenomenon : Free Prize inside. Gist = “Adding value can make your company remarkable.” Not just what expected or paid for, but something extra.
Customers love getting pleasant surprises like Kohl’s cash. Money off your next purchase. Or when you were a kid and you got a free toy inside the cereal box. …
In fact, Seth Godin wrote a whole book called Free Prize Inside, largely about this idea.
The gist is that “Adding value can make your company remarkable” That’s what Kohl’s is doing, they’re giving out “free” prizes that make you remember them and keep coming back.
Value my Time
We all know what like to wait & wait
Dr.’s may get pass – professional & urgent cases ahead of me
But store w/ long check out line/isn’t valuing my time
Other hand: certain stores – free clerk walks to front of check out and waves you in.
Great customer service doesn’t make us wait.
We know what it’s like to wait and wait and wait. And maybe we give doctors some grace because they’re professionals and there are people sicker than I am that have to go first. But stores are another issue. When there’s not enough checkout open and the line starts to stretch out, that’s not great customer service. That store isn’t valuing my time.
Conversely, maybe you’ve been to stores where when the check out clerk isn’t busy they walk to the front of their line and wave you in as you’re coming down the front of the store. That makes me feel good when it happens.
Honor Expectations
When I get special invite/coupon in mail, I expect to go to store/restaurant and they’ll honor it – with pleasure.
Often clerk squints. Doesn’t know @ (worse: tells me); asks manager; who squints -- may will do something, maybe will find excuse.
What I like is when I have a loyalty card or if I had “Gold VISA” and treated like royalty. “Oh yes, Mr. Johnson. “
When I get a special invitation in the mail, I’m expecting that I’ll be able to go to the store or restaurant and they’ll honor that discount or giveaway with pleasure.
Unfortunately, what sometimes happens is the clerk squints at it, tells me they don’t know anything about it, has to call a manager, who squints at it and maybe they’ll do something or maybe they’ll find an excuse not to do something for me. Not great.
The same thing if I had a gold Visa Card that’s supposed to give me special perks. Great customer service is when they honor my status (as insignificant as it might be) and treat me like royalty.
Respect
We show respect w/ common courtesies. Here are 4:
Using someone’s name
Using courtesy words: please, thank you, no thank you, I’m sorry & so forth [BUT not “no problem”]
Smiling
Opening doors/moving out of way/giving up seat.
And last one can even be done on the phone – metaphorically. When someone opens doors for me by making a referral, or by looking ahead and knowing that I might trip on an obstacle and telling me in advance how to avoid it – same thing.
We show respect to others with common courtesies. I can think of severak categories:
1. Using someone’s name,
2. Using courtsey words: Please, Thank, No,Thank You, Sorry and so forth
3. Smiling
4. Opening doors or moving out of the way, giving up our seat … things like that.
We can do all of those on the phone, except perhaps the last one. But if you think about it, we can even do things like open doors for people metphorically. In other words we can open doors for them by making referrals or offering them extra information that they might need in the future and so forth.
Guarantees
What I like @ Discount Tire or Midas is offer guarantee/warranty [Like anything that’s a Warren-T]
If something goes wrong, I can bring it back. They want me to come back if something is wrong.
One of the things I like about Discount Tire or Midas Muffler is that they offer a guarantee.
If something goes wrong, I can bring it back. We might not give out certificates, but we can imply a guarantee if we say something like “if you have any problems, please call us back because we’re here to help you find a doctor.”
Consistent
Some stores I go to because they offer consistent good service or quality of product.
Might be a bit more $ or out of the way, but they’re consistently good, so I go there instead of somewhere else
Example Roth Cleaners for dry cleaning: Come when run over bell (not on smoke break); remember my name after 2nd visit; offer my dog a bone, my kid a sucker, me a cookie – crazy customer service. On top of same day turn around. So I keep going back and yes, it’s more expensive.
There are certain stores I like to go to because they have consistent good service. The price might be a bit more, or it’s a little out of the way, but they’re consistently good … Roth Cleaners here in town. They’re more expensive, but they’re so friendly. I can get express service for pick up the same day, I go there just a couple times and the clerk remembers my name. They actually come when you run over the bell or walk in the door – the last place I went they’d be smoking out back and they’d finish their smoke break before they ambled up to the desk. I mean at Roth, you drive up with a dog in your car, they’ll offer you a dog bone. And they have fresh baked cookies…at a dry cleaner. So, when I have dry cleaning, I go back.
------------------
There’s really at least three things a company has to do to have consistent excellent service
They have to hire right
They have to train well
And they need to monitor and give positive… and corrective feedback.
And here’s a good quote, especially when you remember our slogan is “a lifetime of trusted care.”
Well Treated
Bottom Line of great customer service = feel well treated & want to go back there next time.
This is the bottom line of how you feel when you’ve receive excellent customer service. You want to go back.
The Universal Call Path
Structured way to handle call
Not a script, but there are 4 points that are tightly phrased
Like mile markers or signposts along a conversation: 2 @ beginning and 2 @ end
These are the four components to the Universal Call Path (as described by Gary S. Goodman, Ph.D.).
The Greeting
This is how it sounds:
Straight forward. Similar to what say now?
One key element to greeting is how it sounds: raising PITCH (applies to all signposts)
Promise of Help
This is very 1st thing said after caller speaks. This is how sounds:
BENEFITS:
Assures caller they will get what they called for (Calms)
Rep is going to take pleasure in helping (Eager)
Pitch again
BENEFITS:
Assures caller (me) going to get what called for.
Rep is going to take pleasure in helping the caller (me)
MIDDLE
Large unscripted section where deliver content of help
You may have patterns or ask small scripted sections. Mostly freestyle.
Offer of Additional Help
Now, call is wrapping up
This is what it sounds like:
Why end this way (BENEFITS):
Signal call is done – avoids rambling
Vounteering add’l help = positive impression / Reinforces we’re going out of way. / Adds sincerity
Sets customer up for “singing” in the next section.
PITCH (again) very important
NOTE! Use “AND…” & connect DIRECTLY to final statement. NOT disconnected.
BENEFITS:
Signals that the call has been completed to the caller – avoids caller rambling (usually into negatives)
By volunteering additional help, it makes a positive impression on the caller. Reinforces that we’re willing to go out of our way for the caller. Volunteering makes us sound sincere.
Sets up customer “singing” in next step (right pitch again important)
CAUTIONS
-Phrase must be tied to your final statement/answer to be effective. Can’t be disconnected. [Examples]
Recommitment Line
Goal is to greate loyalty to organization; not just thanks for calling
Natural? (TRY)
BENEFITS:
We appreciate caller, now we want to give them an opportunity to appreciate us
Good for us to hear as reps; also good for the customer to verbalize
Contributes to customer loyalty:
We need repeat customers to survive
We need good HCAHPS scores
It’s the right thing to do because we’re in service industry. Here to serve.
DISCUSS reason for switching wording to emphasize larger organization. Gain consensus on wording.
BENEFITS
1) We’ve appreciated the caller, this line lets them tell us how much they appreciate us. That’s good for us to hear, but it’s also good for the caller to verbalize that commitment.
2) So, it helps us contribute to customer loyalty . We need returning patients to survive. And we need happy customers to rate us well on HCAPs surveys. PLUS, it’s just the right thing to do since we are a service organization; we’re here to serve.
This is what we call the “Sing” section, where callers “sing” our praises. Now it might not happen on every call, but it will happen much more frequenty as you use this call path. And it shows that you’re being effective as a rep, so give yourself a pat on the back ever time it happens and count it as one of your three good things for the day.
Review four elements of universal call path
1) Customers are so used to poor customer service, that excellent service will surprise and delight them.
Example: Chick-Fil-A and the phrase “my pleasure” vs more common “no problem” or even “you’re welcome”
2) Reinforces our helpfulness through repetition
Credits
10 Elements of Great Service and The Universal Call Path are concepts from “Monitoring, Measuring, & Managing Customer Service” by Gary S. Goodman, Ph.D.