Use a Simple Trick to Treat Your Customers Well
BOO! With Halloween right around the corner, here’s a scary thought…
68% of the customers who switch to a different vendor do so because of a perceived attitude of indifference**
Terrifying! But here’s the good news!
68% of the customers who switch to a different vendor do so because of a perceived attitude of indifference**
Yes, it’s the bad news AND the good news! Because your reps have all the control in the call, with a simple shift in attitude they have the power to keep these customers! So how do you train your staff to move from the mindset of “I’m responding to monotonous call #15″ to “I’m happy to assist Mr. Fenton with questions about his account”? How can they learn to humanize the customers that make the many requests, orders and complaints they receive?
One way is to remember some of the sayings we grew up with. Do any of these sound familiar?
“Do unto others as you would have them do unto you.”
“Before you judge someone, walk a mile in their shoes.”
“Kind words do not cost much. Yet they accomplish much.”
“You get what you give.”
“Kill ‘em with kindness.”
“You may be the highlight of their day.”
The threat of losing customers is a lot less scary when we use this easy “trick” and remember that our clients aren’t just a number, but human beings riding the ups and downs of life’s roller coaster - like us! So remember to “treat” them like the valued customers they are.
Happy Halloween from PHONE PRO!
** “How to Win Customers and Keep Them for life”, Michael Leboeuf
Monica is our Sales Director and she's a delight! With a long history of outside sales, she’s really enjoying the chance to create new relationships over the phone. When you chat with her, you’ll find that she’s knowledgeable, easy to talk to, and very creative! 
You really impressed the Claims team mangers and CSRs when you used real life examples and actual CSRs phone calls to get your point across....I can already see and hear a real improvement in our call handling skills.
"Wonderful fun" says one employee. "Education and entertaining" says another. "I thought I'd be bored, but the day flew by."...New skills and ideas were introduced that could be put into immediate practice.
[Phone Pro] made the class fun, interactive and informative...We look forward to having Phone Pro return...as this training is as important as any we provide.