Every business has a customer service problem. Tweet this
I’ve yet to work with a client who didn’t need help improving their service model.
In many cases, the people providing the customer service are the last to become aware of the problem because they are used to the way things are. A good consultant can spot such problems almost immediately.
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It’s cheaper to keep customers than to find new ones
Yet, most businesses pour tons of money into sales and spend relatively little money or energy improving existing customer service. It’s these scripts and systems that keep your company vital and profitable.
If, for example, your receptionist or customer 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 customers?
There is 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 the phrase, “You are all set” from your business
Think of customer service interactions 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. Now breakfast revenues are up 12%.
Presentation training at my home or at your place!
I’ll show you how to sharpen your company’s customer service scripts and give tons of tips for thinking on your feet at Present Like a Pro, at my home in lovely, Royal Oak, Michigan.
This one-day session, offered only a couple times a year, 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. Come spend the day with me or let’s talk about me spending a day with your work team at your location.
Either way, we’ll take your game to another level.