Every business has a customer service problem. Tweet This
I’ve yet to work with a client who couldn’t benefit from an improved customer service model.
In many cases, people providing the service are the last to know of the problem. They’ve grown used to their bad habits.
A good consultant can spot such problems almost immediately.
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It’s cheaper to keep customers happy
It’s these scripts and systems that keep your company vital and profitable.
If, for example, your receptionist or service reps tell customers, “You’re all set,” you’ve got a serious problem.
“You’re all set” is like saying, “I’m done with you now, Mr. Customer.” Why would you ever want to purposely and systematically terminate conversations with your valuable asset?
There’s no faster way to end a conversation than by using those three words. It’s like throwing money out the window.
It’s far better to teach employees–especially customer service people–to ask open questions such as, “What else can I do for you right now?”
Banish “You’re all set” from your biz
Think of interactions with customers as mini-presentations.
I recently helped the staff of a boutique hotel improve their customer service scripts and in the process, turned the reception desk into a revenue center for the hotel.
The hotel staff was in the habit of ending the standard wake up call request, by saying “You’re all set.”
Now the hotel employee ends this common customer service conversation by reminding guests of the hotel’s “all-you-can eat” breakfast buffet for $11.95. Breakfast revenues are up 12%.
Training for your customer service team
I’ll show you how to sharpen your company’s service scripts and give tons of tips for customer loyalty at my famous Teaching Remarkable Customer Service training. Preview this great session by listening to the audio program.
This fun session will help you and your team think on your feet and vastly improve all of your presentations.
Make customer service a revenue center that grows your company like clockwork. You can travel to see me or I can come spend time with your work team.
Either way, we’ll take your game to another level. Contact my office today and we’ll set something up.