Ep 007 Great Customer Service: Going Beyond the Script

Building Great Customer Service Teams

How can training build a strong relationship between customer service and sales? And how can you go “beyond the script?” Empower your customer service teams and contact centers to become true problem solvers.

What’s the best approach to building lasting results with customer service teams?

This episode of the Integrity Solutions podcast series is a discussion with training expert Johnny Walker. You can also see our related blog on this theme.

Key Customer Service Teams Podcast Takeaways:

  • To give people a process where their personality is enhanced vs. a script where their personality is removed creates better customer experiences and a more engaged, motivated customer service team.
  • The relationship between sales and service is very important and interdependent on each other. They are both customer-facing.
  • We need to start training people how to interact with a customer- not to sell a product but to meet a need.
  • Customer service training is typically focused on the product or service without enough focus on the soft skills- emotional intelligence- which can be taught.
  • Hiring great people is not enough. You have to give them a values-based, concrete process that enables them to get back on track and on task when they’re having a bad day so they can have a great interaction with every customer.
  • Teaching how to ask those open-ended questions, actively listen and make sure that you fully understand the problem before you start solving it creates a greater degree of customer satisfaction.
  • People want to be invited back. “Call me anytime.” The best customer service reps are the ones who are allowed to give their extensions so the customer doesn’t have to go through all those steps again.
  • Coaching is an important part of changing, growing and sustaining the customer-centric culture you’re trying to create. And it increases the impact dramatically.

Quotes from Johnny Walker:

“The bigger the problems you solve, the more valuable you become to your company. The bigger the problems you solve the greater self-esteem and confidence you have in yourself.”

“The problem is when a lot of money is spent on a process for customer-centric selling and an equivalent amount of money and effort is not spent on customer service.”

“It becomes very important that we don’t just think ‘we hire great people, they naturally enjoy helping people, that’s why we hired them.’ We need to train them in the soft skills as well on how to interact with a customer as they’re solving the problem- and that the customer truly believes they are the most important person on the phone call.”

“The worst thing we can do in customer service is handing them a script. I can tell when someone is reading a script. I can hear it in the inflection of their voice. And this might be the 3rd or 4th customer service rep I’ve had to call about this service or product- and I’m hearing the exact same words.”

“With these customer-centric cultures, you have to have a concrete process…”

Related Links:

Follow Johnny Walker on Twitter

Whitepaper: Bridging the Gap Between Service and Selling

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