Phone Skills Phone Skills Workbook Workbook

Tips for a Successful Call

Friendly ToneExpress EmpathySmall Talk Works

Discovery QuestionsRecap Caller Concern

Deeper DiveSolution Time

Additional DetailsRecap Solutions

Opening the CallOpening the Call Steps for opening the call:

1. Be Engaging _____________________________________________________________________2. _________________________________________________________________________________3. _________________________________________________________________________________4. _________________________________________________________________________________5. _________________________________________________________________________________6. _________________________________________________________________________________7. _________________________________________________________________________________8. Respect Their Time _______________________________________________________________

Discovery and Solutions Finding out what the true need of the customer is. You are on a fact finding mission.

Ask questions. Recap. ___________________________________________________________________________

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Provide the Solution Provide the customer with a customized solution that will meet their ____________________ needs.

Ask the customer if the solution you are providing will meet their needs. If not, go back into discovery and provide a different solution.

Recap and Close By recapping you make sure you are clear about the customers needs.

Go over the things you are doing to remedy the issues.

Friendly ToneExpress EmpathySmall Talk Works

Discovery QuestionsRecap Caller Concern

Deeper DiveSolution Time

Additional DetailsRecap Solutions

What is a mind map?What is a mind map? ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Major ideas are connected directly to the central concept and other ideas branch out from these major ideas.

Why do mind maps work?____________________________________________________________ Mind mapping helps _________________ and recall of details.

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The most powerful tool to anyone in customer service is the ability to ask powerful questions.

Powerful Questions

How to Ask Powerful Questions Understand Concerns - Make sure you are open and willing to understand the customers concerns.

Determine the Issue - Figure out what the issue is and help them solve the problem. Why are powerful questions important? ________________________________________________________________________________________________________________________________________________________________________________________________________________________ Engage Customers - Asking questions and understanding where the customer is coming from also engages them in the process, they will feel heard and taken care of. Gather information - When you are interacting with a customer make sure you gather all the information you need. What are a few questions you can pull out of your tool belt when you want to help the customer?____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Reflect listening and understanding

Invoke discovery, insight and action

Create clarity, possibility and new learning

Move customers to their desires

Are open-ended

Elicit reflection thinking

Challenge assumptions

Exploration opportunities

Create power and ownership

MindsetMindset is Key! is Key!

Close Ended = ShortOpen Ended = More Information

When you listen with intent you are trying to see the world through someone else’s eyes. You see their paradigm and you understand how they feel. When listening with intent there are things to listen for. Focus on the Deeper Needs These are the things under the surface. The things people don’t always want to tell you. They help you understand them, who they are and what they value.

Listen for ContentWhat do you need to listen for? ________________________________________________________________________________________________________________________________________________________________

Understand their ValuesValues impact decisions.

Listening to understand emotion tells you how they are feeling about the situation. Listen to understand their personality and how it impacts the issue. A direct person will react differently than an indirect person. Listen to understand the energy they attach to the issue.

What are the 6 key points to listening with intent?1. _________________________________________________________________________________2. _________________________________________________________________________________3. _________________________________________________________________________________4. _________________________________________________________________________________5. _________________________________________________________________________________6. _________________________________________________________________________________

Things people tell us

MORE ENERGY = MORE VALUE

Things we need to understand

Our job is to match the features of the solution with the customer’s specific need and inform them how it will benefit them.

A Quality ConversationExceptional Customer Service You can

do what you think will make this look good.

Customers buy products and services based on emotion. When we tailor solutions to match their needs we become the hero. If we don’t we become the villain.

A FAB statement is explaining the feature (what it does), advantage and how that benefits the customer.

Features __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________

Advantages __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________

Benefits __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________

Linking the features of your business to their need and building a bridge to the benefit it will provide them.

Link Feature Advantage Bridge Benefit Linking

YOUR PRIMARY FOCUS = Helping the customer through the concern and getting the best resolution you can for them.

De-escalation Techniques Keep your composer

Your Calm = Their Calm

Don’t be patronizing

Do not interrupt

Find a path to empathy

Don’t disparage the company

Frame the situation

Make sure they feel heard

Remember that they are still customers

Make a counter offer

Do them a huge favor

Remember:1. Provide the best experience that you can for the customer.2. Treat them with empathy.3. Give them realistic solutions with time frames.4. NEVER over promise!

What is your biggest takeaway from this video?____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Nothing Matters More than the customer’s experience and perception of how we treated them. 6 Strategies 1. Being on the Phone

o How to open a call o Discovery and solutions o Recapping o Closing the call

2. Mind Mapping

o Makes recall easier

3. Asking Powerful Questions

o You are like a detective, dig deep to figure out the issue. o What does the customer want or need?

4. Listening with Intent

o Maintaining focus on your calls. o Active Listening is a mindset. o Supported by personal values and backed by behaviors.

5. Providing Meaningful Solutions

o Customize the solution for the customer.

6. De-escalation Techniques

o Help the customer leave your care feeling whole. If you take and apply the customer service hacks in these videos, you will easily improve your customer service skills. These are skills that need to be practiced but they will lead you to dramatic success.