How many times have you called a company because something was incorrect or not working and have been incredibly disappointed, if not left fuming? The initial mistake they might have made is not the actual problem. Consumers are very forgiving if you simply treat them right: with understanding for their discomfort, and respect for their time. The simplicity comes in being proactive.

Adding to the frequency of disappointing customer service experiences is the fact that the modern consumer is spoiled for choice. In other words, you might not get a second chance to make it right. They jump ship with no shame or guilt. A little basic employee training can keep your customers happy and loyal.

For the past 10 years, I’ve provided sales and customer service training to several Fortune 100 and Fortune 500 companies. Their shortcomings are common and standard. Where do they fall short? The list of errors begin during the sales process and get magnified during the after sales process?

The problem is, many organizations wait until sales have dropped significantly or customer satisfaction indexes reache a state of emergency before addressing their customer service standards. It doesn’t have to become an issue. Prevention is the key… when that has failed, the solutions are as simple as ABC.

• Adapt

  • Customer needs and expectations are unique to them. It’s crucial that you take time to understand each specific client.

  • Personalize that experience based on a meaningful needs analysis.

  • Please, empower your team to take initiatives and adapt, leading to the ability to making positively impactful in the moment-decisions.

• Bond

  • The better and more personal your needs analysis is, (go deeper than the basic sales questions), the stronger the emotional connection you will develop with your customer.

  • The stronger the bond, the more likely they are to make a purchase.

  • The stronger the bond, the more likely they will forgive and overlook any pain points they experienced along their journey with you and your organization.

  • In stark contrast, when there is little bonding, sales are compromised and unfavorable situations quickly escalate.

• Care

  • This is a no brainer. If you care you have a high chance of turning a customer into a loyal fan.

  • Caring is one thing… making them see and FEEL that you care is a different book completely. Make sure to demonstrate care in a way that they get it. Learn more on this topic.

Just think of the Jackson Five’s ABC as a reminder to implement these 3 basic pillars of improved sales and elevated customer service.

CONFLICT RESOLUTION: Prevention is the key, however, what to do when it all goes wrong?

In my online training course, PURPOSE-DRIVEN COMMUNICATION, I do a deep dive into the topic of conflict resolution and how your teams can turn a disgruntled customer into a loyal fan. Unfortunately, it becomes a conflict due to the fact that very simple preemptive frustration steps weren’t put into place. Bring the ABC of Customer Service into your standard operating procedures (SOP) and experience a drastic improvement in your Customer Satisfaction Index scores (CSI).

Experience ENGAGE Team 360’s full employee development training with a focus on customer service.

Sincerely,

Vital Germaine

PRESIDENT of ENGAGE Teams 360

Top-Selling Author: BUY THE BOOKS

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