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What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived. Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, who will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more. You will also learn how remote-support technology helps you maximise your impact within the first 30 seconds of a support call by enabling you to see the problem, diagnose it and effectively resolve it - ensuring a healthy, long-lasting customer relationship.
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Australia #: 03 9008 6791New Zealand #: 09 985 3580Access Code: 452-985-384
The Power of 30 SecondsBest Practices for Exceptional Support
We will begin at approximately 11am Australian EST
Introduction to Moderator
Catriona WallaceDirector, callcentres.net
#30Seconds
1. Viewer Window 2. Control Panel
Welcome Webinar Attendees
Type your question here
Introduction to Speakers
Rich Gallagher,
President, Point of Contact Group
Brenda Dentinger,
Product Marketing, Citrix Online
What we will learn today
Steps for coaching your team to manage the first 30 seconds of asupport transaction
Set customer expectations, establish trust and measure the effectiveness of the interaction
Leverage remote-support technology to quickly diagnose and resolve technical issues
Introduction: A tale of two support calls
What happens in the first 30 seconds?
Your agents create psychological triggers that govern the other person’s response
They broadcast their own level of competence
They build a level of trust that affects the life cycle of the entire transaction
Polling QuestionHow do you think most people on your team would respond when a customer says “I’m at the end of my rope with this problem.”?
1. Uh-oh ... it’s going to be a long call.
2. I am good at turning situations like this around.
3. My job would be easier if people didn’t dramatiseeverything.
4. This person could be legitimately frustrated …or high-maintenance.
The first step:The inner game of customer support
What people think before they speak determines how the first 30 seconds will go
•Tone of voice•The words they choose•How they react
The science of our “vibes”: Common thinking traps
Negative expectation: the presumption things will go wrong“Here comes another demanding customer”
Stereotyping: assuming patterns in people“These kids/elderly/non-native speakers take up a lot of my time”
Personalisation: it’s all about me“This person’s frustration is directed at me, not their computer problem”
Managing your “vibes”
Unconditional positive regard: imagine one good thing about the customer
“This person cares about doing a good job”
Reframing: choose an alternate description for the situationTurn “she is wasting my time” to “she is detail-oriented and I can help”
Reattribution: seek other causes for customer emotions“She may be shy, not passive-aggressive”
The second step:The first things you say
Opening statements – particularly after your company’s scripted greeting –set the tone
There is no one universal effective opening statement
Effective openings are:SincereAppropriateBenefit the customer
An example of an effective opening
Step 1: “Welcome to XYZ company. May I have your name?”
Step 2: “Hello (name), what can I do for you today?”
Step 3: Paraphrase the customer response
Polling Question
How do you think most people on your team would respond when a customer tells him/her that their software is not working?
1. “I am sorry to hear that.”2. “I understand.”3. “So your software stopped working on you. Let’s
take a look at what happened.”4. “Can you tell me more about what happened?”
The third step:Your initial response
Many standard “support” responses create bad reactionsRepeating customer issue word-for-wordAsking questions before acknowledging customerUsing catch phrases
The best first response is a three-step process:Paraphrase customer statementsAcknowledge the customer’s agendaMake an action statement
The three octane levels of acknowledgment
Level 1: Observation“I can see this software problem is really frustrating you.”
Level 2: Validation“No one likes to have their word processor freeze.”
Level 3: Identification“I would be unhappy if my bill wasn’t correct either.”
Canning the catch phrase:Words to avoid in the first 30 seconds
Avoid these phrases like the plague:“I’m sorry” – usually followed by “but”“I understand” – no you don’t“You’ll have to” – no one “has” to do anything
Because of overuse, people process these phrases to mean “I don’t care”
The sentiments are OK, just choose different words
The fourth step:The “Quiz Show” technique
Wording things in the form of a question shows interest and gathers data
Helps transaction become much less likely to become adversarial
The anatomy of a good questionGood questions are targeted, relevant, benefit-driven, and respectful
The best questions link to the customer’s own statements“Since you started getting that error message, has your system performance changed?”
The worst questions are scripted, off-topic, and unexplained“I have a disk drive error.” “What version of the operating system are you using?”
Summary
You can teach people how create a great service experience in 30 seconds or less
Customers respond to: What you are thinkingOpening statementsFirst responsesGood questions
The right communications skills integrate with tools like GoToAssist
Augmenting Communication with Remote Support Technology
1. Connect Instantly to See Problems
2. Collaborate to Solve Complex Issues
3. Get Customer Feedback
4. Monitor & Analyse Performance5. Define and Reach ROI
# 1: Connect Instantly to See Problem
Initiate Session via Web or Phone
# 2: Collaborate to Solve Complex Problems
END‐USER
1st to Market
VISIBLE INVISIBLE
TIER 1TIER 2
ESCALATED TIERS
OR MANAGER SILENT MONITORING
Post-session surveys and online reporting provide immediate, measurable feedback on the end-user experience
Jerry did an excellent job. What a life saver.
Excerpt from Management Reporting
# 3: Get Customer Feedback
Reporting Real-time Monitoring Session Playback Administration
# 4: Monitor and Analyse Performance
# 5: Define and Achieve ROI Goals
Develop Clear and Measurable Goals
%
FCR C-SAT ROI
% $
QuestionHow many remote support sessions can a GoToAssist subscriber conduct per month?
AnswerUnlimited.
Win a copy of How to Tell Anyone Anything
Questions & AnswersQuestions & Answers
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Look for a Link to the Recorded Session within 24 Hours
More Power of 30 Seconds related information:
To learn more about today’s topic, visit www.greatcustomerconnections.com
Rich Gallagher’s communication skills training programs, visit www.pointofcontactgroup.com
To contact Rich:Email: [email protected]: @gallagherPOC
