Customer Service Team Building Activity Whats My Name

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Customer Service Team Building Activity Whats My Name

August 29, 2017 Blog by admin

Is your customer service team listening to your clients? Of course, they are answering the phone and providing customer service, but are they listening to your customers well enough to remember the details? As we know, the details are important, and it's truly what sets you apart from your competitors. This fun team building activity will emphasize the importance of truly listening to those they are serving, and will help your team get to know each other as well.

Activity: What's My Name?

You'll need: at least 6 participants, each with a pen and paper, and a timer.

How to play: Have 2 groups of 3 (or more, even numbers of participants is best) line up facing each other. Give them 2 minutes to ask and answer the following questions with the person they are facing:

  • What's your full name?
  • What is your favourite pass time?
  • What is the name of your first pet?

After 2 minutes, have the participants move on to a different person facing them and repeat the above questions. After another 2 minutes, repeat for a third and final time with a different person. When the six minutes of talking and listening are up, have each participant write down the answers that each person gave to them to see how much they can remember.

Do the activity again with a different set of questions. It's likely that the participants will find it less difficult to remember after round 2 as the increase their focus.

The lesson to share: When on the phone with customers, remember how important it is to focus all of your attention on them, and to truly listen to what they are saying to you. What can you do to minimize distractions? Another point of note, think of how you felt if/when someone remembered all of the details you shared about yourself - much better than being forgotten!

We encourage you to give this easy exercise a try with your staff this week. Not only will they be reminded of a valuable customer service lesson, but they will likely also get the chance to get to know each other a little bit better, boosting team unity.

Ideas adapted from this list of customer service team building activities: https://www.comm100.com/blog/customer-service-training-activities.html

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Hiring new Customer Service representatives: Here are some interview questions you need to ask

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Hiring new Customer Service representatives: Here are some interview questions you need to ask

August 22, 2017 Blog by admin

When you’re putting together your customer service team, you need to make sure you are hiring people who not only know how to take care of your customers, you also have to make sure you are hiring people who fit well with your company and its ideals. Here are some interview questions you need to ask when hiring for customer service.

How’s your tolerance for stress?

Even with great customers and fun coworkers, busy days in customer service can become stressful very easily. Customer service agents are the frontline face of any business, so they need to be able to handle the slings and arrows of unexpected problems, irate customers, or heavy call volume without losing their cool. Ask them to describe a stressful event in their past and explain to you how they handled it.

Do you feel comfortable making decisions?

Employees who feel empowered to make decisions based on their customers’ best needs will do well in the customer service industry. If you give your employees enough control (and you should), you need to be sure they can be counted on to make good decisions, especially under stressful situations. Ask about any times that they’ve had to make difficult or stressful decisions in their past work life.

How do you handle difficult people?

This question really has two purposes. First, you need to know how they’ll handle a difficult customer in a stressful situation. Second, you need to know how they’ll handle working with co-workers that they may not agree with. Ideally, all your customer service representatives will be friendly and get along well, but realistically, that’s not always going to be the case. Look for answers that include how they’ll use problem solving skills to find solutions to the disagreements. Ask about previous times when they’ve had to deal with difficult people.

Why do you want to work in customer service?

Knowing what motivates your customer service staff will help you help them to do the best job possible. What do they like best about this type of work? What do they like least? If you know the ‘why’ behind their desire to work for your company, you can be sure that they’re taking a customer service job for the right reasons.

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How to Make Your Customers Say Wow

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How to Make Your Customers Say Wow

August 15, 2017 Blog by admin

If you’re not trying to impress your customers, you’re not doing customer service the right way. It’s important to keep in mind that fact that improvement isn’t just recommended in the customer service industry, it’s required. Even if you think you’re providing the best customer service possible, there’s always room for improvement. Here are a few ways you can ‘wow’ your customers with amazing customer service.

Get personal

Small businesses have one distinct advantage over their enormous corporate competitors. A small customer base means you can personalize your service more easily in order to create a better customer experience for each customer. Send out a birthday card or handwritten note to every customer just because you can. They’ll be reminded of how great it feels to be appreciated and they’ll be likely to tell their friends and family about your efforts.

Get creative

Customer service isn’t always just about solving problems. It’s also about creating a wonderful experience for every customer, and this sometimes means thinking outside the box regarding your products and services. Is there a way that you could improve some aspect of your business to make it more fun or interesting?

Maybe you could add a free, unexpected small gift to every package that you send out or randomly surprise your customers with gift cards or merchandise ‘just because.’ Let your creativity flow and try to make the experience fun for your customers. You’ll be surprised how much you and your employees may enjoy it, too.

Do the right thing

Sometimes, the right thing to do is to trust your customers. If they receive an item that’s been damaged or broken, offer to replace at no cost or trouble to them. Make the process as easy as possible and don’t force them to jump through hoops to get the product they paid for.

Guarantee the products and services that you sell. Stand by them when they work and replace them if they don’t. Give your customers the peace of mind they want and need when buying your products or services. Not only will they appreciate it, they’ll also respect your business more for it and they’ll share their experiences with others.

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Simple Ways to Communicate Better with your Customers

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Simple Ways to Communicate Better with your Customers

August 08, 2017 Blog by admin

Communication is crucial to business success, but even more importantly, it’s crucial to keeping your customers satisfied. When it comes to communication, there are always options for making improvements. Here are some simple ways you can communicate better with your customers in order to provide them with excellent customer service.

Offer options

The more ways your customers have to communicate with you, the better. While telephones are traditionally the most common way for customers to communicate with your business, don’t overlook those who prefer to use email, chat boxes, or even social media. Recent generations don’t view telephones as the only method of communication for customer service, so make sure you are offering plenty of ways for your customers to reach you so you can solve their problems.

Keep it personal

Automated answering services are useful, but they shouldn’t be overused. Customers don’t like to jump through a million hoops just to get to speak with a live human, so don’t set your automated answering system up to make them work hard for the privilege. When it comes to telephone customer service, call centres are your friend. They can eliminate the need for automated answering services altogether and allow you to provide round the clock customer service for your customers, keeping them satisfied with your business.

Ditch the script

Scripting customer service calls has become a common thing in the customer service industry, but these types of interactions can leave customers feeling frustrated and annoyed. Instead, have your customer service representatives practice active listening and try to personalize every call or customer service interaction. Allow your employees to be flexible in their problem-solving techniques so they can help your customers have a better experience. After all, no two customers are exactly alike, so no two customer service responses should be, either.

Try not to keep them waiting

If you can’t resolve a problem quickly, let your customers know that you’ll call them back. Don’t disrespect them by wasting their time ‘on hold’ while you try to find a solution. Instead, call them back when it’s convenient for them or ask if you can email them once the problem has been resolved. They’ll appreciate this much more than having to wait on hold for extended periods of time.

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Customer Service Team Building Activity Four Square

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Customer Service Team Building Activity Four Square

July 23, 2017 Blog by admin

It's always a good idea to remind your customer service staff about the importance of creating a comfortable environment for your customers through the everyday interactions that they have with them. This quick and fun exercise requires almost no preparation and will go a long way to remind your team what it might be like to be on the receiving end of comfortable customer service.

Activity: Four Square

You'll need: Masking tape (if desired) and about 10 minutes

How it works: Divide a room into 4 quadrants (use masking tape on the floor if you like) and assign each quadrant one of the following 4 activities:

  1. Jumping Jacks
  2. Singing a nursery rhyme as loudly as possible
  3. Saying the Alphabet Backwards
  4. Relaxing

Evenly divide the team among the four quadrants, this is where they will begin. After 30 seconds, shout "Switch!" Each team member is permitted to go to any quadrant they like next, but they must visit each quadrant at least once. On the 5th "switch" you will likely find that most are in the Relaxing quadrant, of course... it's the most comfortable!

The lesson to share: When interacting with customers today think of ways to make them feel comfortable. They shouldn't' have to go to a lot of effort in an attempt to discover what options are the best for them. Put yourselves in their shoes, perhaps ask them what they believe will make them feel the most comfortable about the reason for their call. What quadrant would they prefer to be in?

We encourage you to give this easy exercise a try with your staff this week. Not only will they be reminded of a valuable customer service lesson, but they will likely also have some fun and share a few laughs. Win/win!

Ideas adapted from this list of customer service team building activities: https://www.comm100.com/blog/customer-service-training-activities.html

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Boost Your Customer Service Easily With These 3 Tips

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Boost Your Customer Service Easily With These 3 Tips

July 16, 2017 Blog by admin

Boosting the quality and the results of your customer service is as easy as ‘1, 2, 3.’ It doesn’t take much effort to see real improvements, so use these three simple tips to boost your company’s customer service today.

1. Communicate with your customers

This simple tip can really improve your relationship with your customer. If your customer sends in a request for help, do you always respond to let them know you received it? Do you reach out to customers who express an interest in your product or service but they haven’t purchased yet? Just keeping the lines of communication open  shows your customers that you care and can help improve their perception of your business.

2. Don’t leave your customers waiting

The faster you respond to your customer’s issues, the better. If your customer has to wait too long for help with a problem, they’ll be more likely to complain about it to their friends and you could lose their business altogether. If you don’t respond promptly to questions about your products or services, you could miss out on sales opportunities.

If you’re having a hard time making time for your customers, it may be time to increase your staff or even consider using a call centre to handle some of your service needs. Do whatever it takes to make sure you’re making time for your most important asset--your customers!

3. Don’t let customer service end with problem resolution

For stellar customer service, follow up with your customers after their problems are resolved to see if you handled the situation to their satisfaction. Listen to their feedback and implement it in future interactions with your customers. You may want to send out a customer survey or even call the customer in person, but don’t miss the opportunity to learn and grow from each and every customer service interaction.

By being proactive, you can boost your customer service and grow your business exponentially. You may even be able to avoid some common customer service problems in the future simply by listening to the feedback from your customers today.

For more great customer service tips and advice on how you can improve your own company’s customer service, visit Answer 365 today.

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4 Key Mindsets For Providing Excellent Customer Service

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4 Key Mindsets For Providing Excellent Customer Service

July 09, 2017 Blog by admin

If you get into the right mindset, providing great customer service becomes second nature to your business. Want to know how to provide excellent customer service almost effortlessly? Embrace these four mindsets to help you provide excellent customer service to your customers.

Treat your customers like they’re important…

...because they are. Without your customers, you don’t have a business. Make a point of using every interaction with your customers as an opportunity to make them feel important. Ask them about their lives, express genuine interest in their problems, needs, and desires. When your customer feels special, they’ll embrace their relationship with your business and likely share it with their friends and family. It takes no extra money and very little time to make someone else feel valued, so get in this mindset now to boost your customer service.

Be generous

If you think things like freebies and little extras are too expensive for your business, think again. You can’t afford to be stingy with your customers or they’ll remember it when your competitors offer that free perk that you don’t. Put out that free coffee, offer that free shipping, and throw a handful of free samples into every order. Be as generous with your customers as you can be and their loyalty will grow.

It’s okay to lose your battles

If a customer has a problem and wants to argue, does it do your business any good to win the argument ‘just because?’ Every customer comes to you from a unique background and with their own unique baggage. Most customer service contact involves resolving some conflict the customer is experiencing. Use your empathy and let the customer win their battles whenever you can. It may just provide the security they need to remain loyal customers for life.

View customer service as a profit centre

Want to grow your business and earn more money? Treat your customers right. Devote time and money into developing your customer service strategy to best meet the needs of your customers and you’ll see your profits grow. The bottom line is this: if your customers aren’t happy, they’ll leave, and it takes more money to earn new customers than it does to keep the old ones.

For more great tips on growing your customer service department, visit Answer 365 today.

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3 Things You Can Do Right Now to Advance Your Customer Service Career

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3 Things You Can Do Right Now to Advance Your Customer Service Career

July 02, 2017 Blog by admin

Whether you’re just starting out in customer service or you’ve been doing it for years, there’s always room for growth. Here are three things you can do right now to advance your customer service career.

Promote yourself

The best way to advance in customer service is to show others exactly how great you are at what you do. Along with your resume, it never hurts to have references from happy customers, copies of your praise from previous employers, and any scorecards that directly relate to your performance in customer service. Also, your attitude and approach to your current role will speak volumes about your customer service abilities, so remember to always put your best self forward.

Keep your skills up-to-date

Trends and techniques in customer service can change often, so make sure you keep yourself abreast of what’s new and what’s working best. Keep your skills up-to-date with regular training, follow customer service blogs, and network with other customer service employees to see what they’re doing that you might want to try and implement in your own role.

Don’t wait for your boss to encourage you to engage in extra training--do it for your own best interests. By being ready to meet any customer service need, you’re opening yourself up to the possibility of advancing your career at a moment’s notice.

Never stop learning

As a customer service employee, you’ll have plenty of opportunities to learn, if you just look for them. Learn from every customer interaction, every problem you solve, and every person you work with to resolve your client’s problems. Don’t be afraid to think outside the box in order to provide better customer service, and take initiative whenever you can. Regardless of what type of job you have or want, those who can ‘get the job done’ and keep the customers satisfied are much more likely to move up the ranks more quickly in their field. You don’t have to be perfect, but you should be willing to learn how to better serve your customers at any time.

For more great ideas on how to grow in your customer service role, visit the Answer 365 blog often.

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Reasons Why Many Companies Fail to adopt a Customer-First Strategy

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Reasons Why Many Companies Fail to adopt a Customer-First Strategy

June 27, 2017 Blog by admin

Most companies claim to have a ‘customer-first’ policy, but these words can too often become another meaningless statement on paper that never fully develops into an actual policy in action. There are many reasons why this can happen. Here are a few reasons to look out for so you don’t fail to adopt this strategy in your business.

Upper management makes the decree, but no one knows how to implement it

Often, CEOs and upper management figures decree that the company will take a ‘customer-first’ stance when doing business, but it takes more than just this statement to make it actually happen. Without specific details and directions, the other employees are likely to fail at creating this sort of environment. Customer satisfaction isn’t just a short-term project--it needs to be an ongoing, long-term goal that every employee contributes to. If you don’t tell your employees what their role is in this plan, they can’t be expected to fulfill their duties.

Not everyone in the company contributes to the goal

It’s easy for front-end employees like customer service reps to remember to put customers first. After all, they deal with them directly on a daily basis and more than likely have been trained to relate to their customers’ needs. However, every employee needs to know their role in contributing to customer satisfaction, not just those employees who deal with the public on a daily basis.

If necessary, provide refresher training to management or back office staff so they are reminded that customers need to come first in order to reach your goal of a ‘customer-first’ business. Make sure everyone knows and understands their role in implementing this type of policy.

The business thinks it costs too much for such a policy

Consider the cost of replacing customers who leave your business compared to the small effort it takes to retain happy ones. It is more cost effective to keep your current customers happy, especially when they bring their friends and family to do business with you, than it is to try and court new customers constantly.

For more tips on how you can create a customer-first environment in your business, visit Answer 365 today.

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Increase Customer Loyalty with These 6 Tips

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Increase Customer Loyalty with These 6 Tips

June 20, 2017 Blog by admin

Customer loyalty is an important part of any successful business, but building a loyal group of customers takes more time and effort than many businesses realize. Attracting new customers isn’t enough to sustain your business--you have to keep your existing customers happy or you’ll spend too much time and money trying to win over new ones. Here are six simple tips that will help increase your customer loyalty.

Be engaging

Does your business or brand have a back-story? Is it relatable to your customers? Most consumers want to feel like they share a common interest with the companies they do business with. Make sure your business is relatable, engaging, and inclusive enough to welcome in new customers while maintaining existing customer relationships.

Be honest and sincere

A large part of customer loyalty involves trust. If your customers can’t trust you to provide a reliable, ethical service, they’ll find someone else who can. Always be honest and sincere when dealing with your customers and they’ll be more likely to stay with you. This means owning your mistakes, admitting when you do something wrong, and doing the right thing by your customers every time.

Put your focus on your customers

While your products and services are important, they aren’t as important as the customers who buy them. Keep your customers at the forefront of everything you do and always strive to provide excellent customer service. The difference between good customer service and bad service could be what drives loyal customers away, so never stop providing the best service you can.

Offer quality products

It takes the right combination of great customer service and excellent products to keep customers loyal. Make sure you are constantly assessing the quality of the products and services that you offer to make sure they meet the needs and demands of your loyal customers. Ask for customer feedback and then act on it. Your customers know what they need and like best, so don’t be afraid to ask them in order to better serve them.

Show gratitude

Nothing makes a customer feel more special than gratitude on your part. Remind your customers of what an integral part of your business they really are by giving them the occasional gift or discount. Be genuine in your gratitude and generous with your thanks. After all, without your customers, you wouldn’t have much of a business, would you?

Stand out from your competition

Sometimes, you can do everything right and still lose loyal customers. They may leave because you are just too much like your competitors--if this is the case, you need to find a way to stand out. Go above and beyond in some way, whether it’s better customer service, better rewards for loyalty, or just a bigger overall personality in your business, and you should see better customer retention.

For more tips on providing better customer service to your customers, visit Answer 365 today.

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