Secondary Catalogue

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. In this episode, customer service teams will become well equipped to give the customer what they want. Chapter 1: Knowing Your Stuff. Knowing your stuff gets the customer onside. You should have a detailed knowledge of what you’ve got – your product range and its features. You should also know your policies, as well as having a wider knowledge of the business and the market landscape. Chapter 2: Finding out What They Want. Customers don’t always know what they want. Whatever service you provide, encourage your customers to open up. Listen to their needs, desires and concerns. Chapter 3: Getting into Their Head. The customer may need something more than what they’re asking for. Try to get to the truth of the matter by asking questions. Chapter 4: Showing Them the Benefits. Features like ‘it’s got auto-tension’ are factual statements but they won’t entice customers to buy. A benefit (like ‘it’s incredibly comfortable’) answers the question ‘What's in it for me?’ People buy benefits – so explain them to them. Show Less

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team to give your customers a reason to stay loyal post-purchase. Chapter 1: Company and Product Loyalty. To the customer, you are the organisation, so don’t rubbish the company. You are key to building the customer’s faith in the organisation so be proud of where you work and what you do. Chapter 2: Team and Customer Loyalty. You are part of a team, so be loyal to your colleagues - support them and what they do. Be loyal to your customers too, you are not there to judge them and it will help you get the best for them. Show Less

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team improve their communication skills. Chapter 1: Using Your Voice Effectively. Think about your pitch, pace and tone and use your natural voice when engaging customers. Be warm, and medium paced, without being smarmy or twittery. Try engaging customers by following their voice patterns a little, but don’t mimic them. Chapter 2: Questioning Techniques - Part 1. To get to know your customers and their needs, use closed questions to get facts, open questions to learn more, and recall questions to build a history. Chapter 3: Questioning Techniques - Part 2. To help guide and control your customer’s interest, use rhetorical questions to confirm understanding, assumptive questions to create decisions, and leading questions to direct them towards a sale or solution. Show Less

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team to handle all kinds of difficult customers. Chapter 1: Mr Rude. Never go into battle with a rude customer, that’s just what they want you to do. Don’t surrender either. Stand your ground, be polite and neutral. Chapter 2: Mrs Arrogant. Don’t get cheesed off with arrogant customers. Be respectful. Put yourself in their shoes and imagine how they want to be seen. Avoid confrontation and awkwardness by being tactful. Chapter 3: Mr Chatty. If you have a chatty customer, use closed questions to keep them on subject, and don’t give up – even if they do drive you up the wall. Chapter 4: Mrs Picky. Never rush a picky customer. Understand the reason behind their need for extra detail. Use your product knowledge to give them a clear picture and if you don’t know, offer to find out. Try and remain friendly. Show Less

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team to effectively communicate with customers on the phone. Chapter 1: First Impressions on the Phone. When you’re on the phone, answer right away and use a verbal handshake. Smile as you talk, and introduce yourself. Chapter 2: Controlling the Call. Control your call by sticking to a structure, asking open questions when you need to and show that you are listening. Record and repeat information so the caller feels connected. Chapter 3: Agreeing Actions. When closing the call, don’t leave your customer ‘lost at sea’. Agree actions and how they’ll be followed up. Volunteer useful information and agree the next steps. Show Less

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team approach customers positively. Chapter 1: Dropping Your Emotional Baggage. You can choose who you want to be at work. Leave your baggage at the door and give yourself a fresh start every day. Don’t let your problems become your customer’s problems or you’ll end up in a negative spiral. Think about enjoying the positivity of helping people. Chapter 2: S.T.A.N.C.E Make a great first impression, remember your S.T.A.N.C.E. Smile, have a friendly Tone, your Appearance is important, as is using the customer’s Name. Always be Customer Focused and maintain Eye-Contact so they are engaged and feel valued. Chapter 3: How Not to Approach People. "Be aware of your body language and don’t become one of the five monsters of customer service. Be available and open, don’t put barriers of any kind between you and visitors. Have a genuine smile, be natural and stay alert. Chapter 4: A Human Touch. Remember your customers are also your guests, so acknowledge them straight away, especially if you aren’t able to serve them immediately. Keep your approach fresh - you may have done this a thousand times but this is their first impression. Use the human touch, to give them an excellent first impression. Show Less

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team to #communicate with customers online. Chapter 1: Email and Web Chat. When emailing and in web chat, you can be more informal that you might in a letter, but don’t take it too far. Check your emails, and respond promptly to those requesting action. Above all, be polite and don’t email when angry! Chapter 2: Social Media and the Customer. When using social media, empathise with customers publically, but take one-to-one discussions away from the public eye. Remember you represent the company, and don’t over promise. Chapter 3: Social Media and You. On social media you’re never fully off duty. Make sure you maintain high personal standards. Don’t be critical of the company, colleagues or customers. Show Less

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team learn selling skills and techniques. Chapter 1: Discovering Their Needs. Discover the customer’s need. Even they might not be sure what it is. Explore with open questions and discover more about them. Listen and check the facts, you may discover more… and watch out for clues – there might be more services or products you can offer them. Chapter 2: Storytelling. Share positive stories from your customers to bring your products or services to life. Chapter 3: Dealing with Objections. When dealing with customer’s objections, don’t panic - play it cool. Don’t focus on the objection – instead, put it in perspective, or outweigh it with compensating factors. Show Less

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team use their positive behaviour to breed positive behaviour in others. Chapter 1: Behaviour Breeds Behaviour. People mirror the behaviour of others. Your behaviour will affect how others behave, for good or bad, so be aware of what you’re doing and how you’re doing it. Chapter 2: Choosing Your Behaviour. Behaviour is variable. Choosing the right kind at the moment of truth is critical. It isn’t difficult, it’s about awareness and discipline. Chapter 3: Behaviour Can Help or Hinder. Your behaviour can help or hinder a transaction. Think about your verbal behaviour: don’t dominate conversation, or bully, and listen actively. Think about your visual behaviour: is your body language open and personable? Keep these two things in check for smoother, more pleasant transactions. Show Less

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team develop techniques and solutions to manage customer complaints. Chapter 1: Listening to the Customer. When dealing with a complaint, listen and empathise, don’t sympathise. Allow the customer to talk - don’t get defensive, and summarise your understanding before offering solutions. Chapter 2: Asking the Right Questions. When dealing with complaints, ask open questions to understand the issue and closed questions to confirm a resolution. Don’t let your emotions control you, be polite and remain positive. Chapter 3: Getting to a Solution. Involve the customer in the solution. Ask them what their preferred solution would be, and offer them options. Show Less