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Developing Skills that Incites the Wow Factor

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Service - Noun the action of helping or doing work for someone.

Spark - Transitive verb.  1- to set off in a burst of activity : activate the question sparked a lively discussion —often used with off.  2- to stir to activity : incite sparked her team to victory.  spark .

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Understanding the customer and the problem is key  Empathy must be default. Reflexively with a degree of humanity, a degree of warmth, a degree of caring. Era of empathy deficit - it is knives out One-to-one customer interactions  Customers are human beings, not another stat for your spreadsheets.

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Dr. Albert  Mehabrian’s   7-38-55 Rule of Communication

Sales Verbal Communication: Non-verbal communication: Body language: 7.0000000000000007E-2 0.38 0.55000000000000004

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Explain the potential solutions to customers’ problems, and do so in a clear, concise manner.  Clear communication skills mean speaking without jargon, especially if it’s terminology specific to your company.  Understand when your point isn’t getting across and know how to offer alternative explanations if the original doesn’t make sense. Speak clearly – no mumbling allowed! Non-verbal communications also come into play during these conversations, even when they’re on the phone.

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Exceptional communication skills - confident, open stance and make eye-contact with ease.  No slouching or crossed arms – this makes employees much more approachable. Why do these non-verbal skills matter so much? If words and body language disagree, one tends to believe the “body language.” How - people trust your tone more. Posture has a huge impact on a person’s tone and vocal quality.  Communication skills are interlinked with the ability to listen

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Problem-solving is what customer service is all about Need to be quick on their feet. There’s no time for group brainstorming. Your clients want their problems fixed and they want them fixed now.

Great customer service   means getting to the heart of problems immediately, then coming up with solutions.  Identify new potential solutions.

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Attitude is a little thing that makes a big difference. Life is 10% what happens to me and 90% how I react to it. How we react is more important Having a positive attitude  More enjoyable to be around  Ready to solve problems and able to execute the next skill:  Positive language.

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Positive attitudes focus on solutions.  Don’t mention the negatives.

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Many times, this is what you’ll hear:  “I’m sorry we don’t have that in stock, it’s backordered, and you can’t get it for two weeks.” Now, instead hear this,  “That product will be available in two weeks. I can place your order now, and you will receive it on approximately November 15th.” By using positive language, customer service personnel can overcome a customer’s problem before they even knew they had one.

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Imperative to still listen to each person and each call. Customer experiences vary from person to person. Assumptions leads to increase in customer being agitated. Ways to improve listening skills: Asking questions,  taking notes, and  avoiding interruptions are all excellent tactics to improve listening.

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Customer service comes down to caring Consider this marketing quote by Amazon CEO Jeff Bezos:

We see our customers as  invited guests  to a  party , and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.  ” “

SERVICE SPARK 
TRAINING

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 Great customer service   means getting to the heart of problems immediately, then coming up with solutions.  Identify new potential solutions.

SERVICE SPARK TRAINING