When you think of training, do you only think of it with a capital "T"? You are not alone, many of our customers come to us with the same thoughts, thinking that the only effective training is the formal, longer training class. We like to educate our customers that training can be so effective in small quick hits. For example, we find that our mystery shop's evaluations are perfect to use for swift training, not only for the manager/agent that was mystery shopped, but your entire team can learn from this exercise. For example, managers can take one or two points from a shop evaluation and use those topics to train the team. Managers can generically talk about the points that were made during the shop call and use our suggestions to train the team on how best to handle those points on future customer calls or situations.

Mastering customer service requires you to first master customer conversations. Why? Conversation is the foundation of the customer experience. Each time you communicate with your customers you are paving the road that defines the future of your relationship with them. Your goal is to travel a long road with them, so you need to ask yourself if your conversations are building trust, moving you closer to more sales, effective with resolving questions/concerns, and more.

Efficiency and productivity are a culmination of many things, including time management, streamlining processes, communicating, prioritizing, and organizing, that all come together just to get THE THING done.  Now THE THING is anything really, from a multi-faceted project you’ve been working on for 6 months, to the mountain of laundry that’s been piling up in the corner for far too long.  It doesn’t matter what THE THING is, what matters is how you’re going to conquer it.

Communication is a prime factor in shaping the overall customer experience. How and when you communicate, by which mode, and with what tone are of utmost importance to get right. Each customer has unique needs and preferences. Are you taking this into account when you are communicating? Here are tips for you on this and some communication standards for you to consider...

In the workforce, one of the most important things we need to be constantly working on is bettering our communication. This entails both listening and making sure that you are being correctly heard. A company cannot run without streamlined communication as it’s the foundation of success. Whether you are in a management role, or you are an employee, it is important to hone in on your communication and listening skills.  

What we say and what our customers hear can have two totally different meanings. Be aware that many phrases that are used daily might need to be considered as to whether or not what's being said is leaving the best impression. Here is an example—the customer is paying for their purchase and says to the person handling the check out, "thank you."  Sadly, 9 times out of 10 the person checking them out will say, "you're welcome" and leave it at that. Isn't this backwards? The customer is thanking the seller?! This is such a pivotal moment in leaving the best, last impression. Although, "you're welcome", is a nice phrase, if the customer does not receive a sincere, "thank you", the "you're welcome" feels like and sounds like, "NEXT." 

When considering how all team members represent your business by what they say and how they say it, these statements below offer some reflection on what not to say.