All posts in Customer Services

Customer Service Role-plays, designing a Customer Service Training Module

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Using customer service role-plays in a training module is very effective both for new staff and for existing customer service staff. New staff get an opportunity to practice your typical interactions and scenarios in an environment where they can try again to perfect their approach and skills. Existing staff can move back from running on automatic, to heighten awareness and refresh their core customer service skills. They gain great benefit from sharing tips and techniques for handling problem calls or challenging callers.

It is important to structure your training module to gain maximum benefit from the customer service role-plays. Each role-play should generate potential learning points for the person playing the part of the Customer, for the other team member playing the role of your member of staff and for other members of the group who are observing. However, the learning will only take place if –

1.They are all open to finding the learning points

2.They have a good de-brief at the end of the module.

Beginning the Customer Service Training Module

In any training module, introducing the activity by identifying clear objectives is critical. If you state your objectives clearly, the group will be focussed on the learning goals, and you will have a much higher percentage chance of success. In each customer service role-play, identify an area of focus for the group, perhaps the beginning of the call on one, positive confident language on another or how a particular issue is handled on another.

If you need ideas for focus areas, go on to YouTube and search for customer service role-plays. There are some very good examples there, with guidelines for different sections of call.

Identify Clear Goals for each Role-play

Introduce the scenario to the group, with details of the Customer, their emotional state, their situation and their query. Identifying clear goals for each interaction is essential to success. Ask the group what a SUCCESSFUL outcome would be for the Company, and for the Customer. It is important that the outcome goals cover both the task to be achieved on the call, the query resolved or information given, and the emotional state we want the Customer to be in at the end of the call.

Ask the group to prepare for the customer service role-play, to work through each phase of the call from the greeting to successful close. This is a talk through, where they simply tell us how they will carry out the call, what they will say at each phase and how they will say it.

Running the Customer Service Role-plays

It is often tempting to use really difficult situations or challenging Customer types for role-play practice. This is not a good place to begin, even with very experienced staff. If the group have not used role-play as a training medium before, it is important to begin with easy queries to heighten awareness to core skills and best practice.

Choose queries that the group receive frequently for the first few customer service role-plays, those that they should be able to handle really well. Ask the group to focus on both skills and the timing of the call as they move from one phase to another. Have them record the calls, and play them back. The idea on these easy calls is to analyse the good skills and techniques that are essential on any call, and to identify what could have been done better.

When your team have had a few training sessions and are using the core customer service skills and techniques effectively, you can introduce the more difficult topics or challenging customer types. Again, role-play straight through, record and play back. When playing back, stop the tape at critical points, perhaps where the call went out of control, or where the CSR saved a tricky situation. Allow the group to identify strengths and to workshop improvements.

De-briefing the Customer Service Role-play

Effective Negotiating – The Key To Sales Success

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On the other hand, a person’s urgency to get something done can work in your favor. If the other person is in a hurry to get things done, you can be assured that he will be more willing to bend than he would in a normal situation.

A word of caution – never exploit the other person’s urgency to such an extent that it makes the deal grossly one sided. You may get what you want one time, but such deals have a negative impact on your reputation and future business. A win-win situation is always desired.

Price Is Not Everything – Terms Matter Too:

Terms of service are as important as the price itself. An example could be the loans and mortgage industry. Companies are able to charge higher interests rates than competitors by allowing flexible repayment options. Companies offering freebies with their products are compensating a higher price with friendlier terms. Create a balance between the price and the terms – when price is your weak point, offset it with better terms.

“The Policy” Tactic:

Since childhood, people are taught that rules are not to be broken. At subconscious level most of the people carry a perception that it is their duty to follow all rules. You will be surprised how easily people give in when they are told that the terms which they expecting are against the company policy. Salespersons always keep a printed price list with themselves. Those few black words printed on a white paper add authority to the salesperson’s arguments and send the message that it is not within their power to alter the terms.

Keep Your Last Price For The Last:

Most buyers have a tendency to ask for a lower price than offered. If asked for “the last price”, quote something more than the actual “last price” which you are willing to give. It doesn’t matter if initially you offer a price 2% lower or 20% lower – buyers will ask for a further lower price in both cases.

The Final Gambit – Say “No”:

Risk taking is an essential ingredient of success.

Agreeing to customers’ terms all the time weakens your image in the market. Walk out of the deal if it doesn’t seem profitable. If the customer gives in to your terms, you win a profitable deal. If you lose the customer, why repent? He wasn’t a profitable customer anyway.

How to Build Great Relationships through Cold Calling

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Master the foundation for cold calling success

Sometimes the finest solutions are the simplest. Focusing on relationships when making cold calls is one of them. It keeps us genuine, and eliminates our dread of making cold calls. Were real people talking about real things. Were interested in the conversation, and it shows.

Most of us dislike putting on our “salesperson persona” when we make cold calls. We think its needed, however, because weve been trained to make the sale. And yet were interacting with a live, breathing person without having any real connection to him or her. It often feels fake, and it often is.

This artificial role puts a great stress on us, and sabotages our cold calling conversations. When we arent genuine, its a red flag to the other person that we have a sales agenda. This puts nearly everyone “on guard.” Theyve never met us and are wary of possibly being manipulated.

Have you ever noticed that most cold calls break down the moment we try to “move” things along towards a sale? Its as if were getting ready for battle, and the tension pushes us along.

But the person weve called doesnt know us. The momentum were trying to impose puts him or her in a defensive position. Theyre protecting themselves from a potential “intruder” who might have a self-serving agenda.

So how can we to shift into something more positive? We begin by focusing on the relationship rather than salesmanship. We call with the anticipation of meeting someone new, and looking forward to a pleasant conversation to find out whether we can be of service. This mindset is subtle but powerfully felt by the other person.

Building relationships humanize our cold calling conversations — and ourselves. We are less artificial. Cold calling conversations become more natural. And people tend to respond with more warmth and interest.

The point is not to use the “technique of building relationship” to improve sales. Thats having a hidden agenda rather than a relationship. Our goal is to see if we can provide something that will benefit the other person. If it doesnt, then we prefer not to continue interrupting their day. Thats a real relationship, even if brief.

When were being real people treating others as real people, the difference is amazing. Both people are both more at ease. We anticipate talking with someone who may possibly have an interest in what we have to offer. And if they dont, weve enjoyed our time with him or her.

When others feel this relaxed mindset from you, they are much more likely to welcome you into their day. But if you rigidly follow a script or launch into a mini-presentation, then your call is immediately pegged as something initiated primarily for your own gain. And that puts most people into resistance.

Here are 8 keys to building relationships in cold calling:

1. Focus on the other persons needs rather than on securing a sale

First-Class Customer Service Separates Buckeye Fabricating from the Others

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Buckeye Fabricating’s ability to offer high-quality products and deliver outstanding customer service has allowed this pressure vessel and process tank manufacturer to foster long-term relationships with its customers worldwide.

The company works continuously to ensure that the customers’ needs are met efficiently and cost-effectively. Buckeye has emerged as a leading provider of not only pressure vessels and stainless steel tanks, but also custom air tanks, custom pressure tanks, vacuum tanks, jacketed tanks and much more.

Meeting customer demands is a process that requires understanding customer needs, unparalleled quality control, tireless commitment to continuous improvement and innovation as well as exceptional value.

Cultivating a satisfied customer base is top priority at Buckeye Fabricating. From the top management down, employees throughout the organization live by this rule. Buckeye believes that customers are the lifeblood of the business. As a customer-oriented company, Buckeye listens to its customers and understands their needs and expectations, then works to exceed those expectations in all ways.

One of the primary ways Buckeye does this is through its exceptional quality assurance process. The cornerstone of Buckeye’s success is the uncompromised quality of its products. Our extensive quality control system ensures that your custom pressure vessel or tank has been properly designed, constructed, inspected and pressure tested. We apply our stringent quality standards to products of virtually any design, size or configuration. All of our products are manufactured in accordance with the American Society of Mechanical Engineers (ASME) code.

We perform tests for durability and performance; and no product is delivered to a customer until it passes these — and more — tests with no room for departure from our strict standards.

A big part of valuable customer relationships and loyalty is Buckeye’s ability to create custom products that address the customers’ needs. This means a total commitment to continuous improvement and innovation. Our state-of-the-art facility has continually upgraded its tank fabrication capabilities with both machinery and skills, making us one of the most highly qualified shops in the industry. In addition, we have the experience and expertise to produce high quality steel tanks and pressure vessels for any industrial purpose. Our technical engineers are unmatched in the industry. This crew is equipped with the latest state-of-the-art tools and automated equipment to do whatever it takes to get the equipment to you on time.

Going the extra mile also means not “mass producing” product, but rather offering our customers personalized service, where we build what you want and work with you on the details, no matter what the size or purpose of your product.
With a long history of building to ASME code, our design services team can provide engineering expertise as well as detailed CAD drawings to support your custom pressure vessel, process tank, stainless steel tank, mixing tank or storage tank project.

At Buckeye Fabricating, our mission is quite simple: to help customers fulfill their need for custom tanks and give them a flawless experience every time. For 46 years, we’ve been offering worldwide solutions built on a strong foundation, proven products, and the stability that comes from long-term industry participation. When you purchase a product from Buckeye Fabricating, rest assured your investment will be a good one.

The Benefits Of Buying From RC Hobbies Store’s

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If you are a serious hobbyist consider the benefits of shopping at RC hobbies store’s. With the increasing demand for Internet retail, it is difficult to find quality service and affordable pricing in the same establishment. Some consumers shop for hobbyist products online because it is convenient, other purchase hobbyist products online because it is affordable. If you want expert advice and access to all of the latest RC vehicles on the market consider the benefits of buying from RC store’s. Not only will you invest into your local economy, you will find high-quality radio-controlled vehicles that are not available online.

Personalized Service You Cannot Get on the Internet

While Internet e-commerce owners like to advertise quality customer service, no Internet merchant can match the service provided by friendly RC hobbies store’s. Most RC hobbies store’s are family-owned and operated businesses that dedicate themselves to offering quality customer service. If RC hobbies store’s do not offer quality customer service they will not stay in business for long. This is how you know a hobbyist retailer is honest and trustworthy. If the store has been in business for longer than 10 years, they have built a strong relationship with their customers.

See the Products You Want Firsthand

When you purchase RC vehicles and planes online, it is difficult to choose the right model. This is mainly because you cannot see the products firsthand. In addition to this, there is no way to test a product before you make the investment. RC hobbies store’s are happy to let you “test-drive” vehicles and “test-fly” planes. When you “try before you buy”, you can choose the best vehicle for your skill set and your needs.

Hobby-Grade Products That Are Not Sold in Retail Stores

RC hobbies store’s offer products that cannot be found in Wal-mart or Target. RC cars sold in regular retail stores are classified as “toy-grade” models. These models are made out of a plastic materials and are designed for children. Serious hobbyists understand the difference between hobby-grade and toy-grade RC vehicles. When you visit RC hobbies store’s the sales associates at the store can recommend the best model for your needs. They will also give you recommendations for the best vehicle additions and modifications to make your RC car run at its optimal level of performance.

RC store’s offer the best in pricing and options. In today’s technologically advanced society, customer service has fallen in importance. Now, more consumers are turning to the Internet in hopes of finding great deals from the comforts of their own home. If you still appreciate customer service and you want the best advice you can find in the world of RC cars, purchase your next RC sedan, truck, or plane from RC hobbies store’s and realize how much personalization matters.