CUSTOMER PROBLEMS vs. PROBLEM CUSTOMERS

J U L Y 1 3 , 2 0 1 7

03W H O I S T H I S G U Y ?

o Charter Communications: Marketing Manager

o Solarus: Marketing Director

o HCI: Marketing Manager

o Pivot Group: CEX Trainer

I N T H E I N D U S T R Y

HIAWATHACommunications

05

The Problem

O N E

The Solution

T W O

The Experience

T H R E E

Y O U R W E B P A G E – K E E P I N G I T F R E S H

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06

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Staff worries more about price than problem solving

Tech also doesn’t recommend a speed that suits the need seen in the home

Soon, the customer has frustration

Customer calls & complains. Trouble ticket created and tech dispatched

Tech goes back to house to fix an

internet issue that doesn't exist

010

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• Deal with their feelings

• Apologize & show sympathy for the situation

• Maintain your composure

• Don’t take it personally

• Lean forward and listen carefully

• Don’t jump the gun

• Listen to the whole problem before responding

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• Ask questions to gather details

• Summarize the facts to be certain

• Ask what they would like

• Suggest alternative solutions

• Explain what you can do

• Share information with customer about procedures for resolution

• Agree upon a solution

• Take a break and regain yourself

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Things to keep in mind

• These are real people with real emotions

• Treat people like you would your grandparents

• They are the reason you are there

• Sprinkle in lots of positive words

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1. IT’S MY PLEASUREOffering great customer service means taking a servant position. Offer the best service possible – with a smile.

2. I’LL FIND A SOLUTIONLetting the customer know you’re dedicated to finding a solution ASAP is the perfect way to start the conversation.

3. I’D BE HAPPY TO RECOMMENDOnce you’ve listened to their concern, prepare 2-3 solutions and recommend them. Then, let the customer decide which they prefer.

4. I COMPLETELY AGREE WITH YOUIf you agree with the customer, say so. If you don’t, find a tactful way to express it – i.e. “I’ll have to check to ensure that aligns with our policy.”

5. WE’LL/LET’S FIGURE THIS OUTIf the solution isn’t obvious, it may take time to figure out. Reassure the customer that you’ll resolve the concern, together – it means a lot.

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6. WHAT’S MOST CONVENIENT FOR YOU?Don’t inconvenience your customer. Ask for their input and find the best solution for them.

7. HOW CAN WE MAKE THIS RIGHT?Sometimes, it’s best to leave the solution up to the customer. It’s surprising how little it may take to remedy a situation.

8. I’M ON IT!Show them you’re not only ready to help them, but that you’re excited for the opportunity.

9. YOU MADE MY DAYSaying, “That absolutely made my day!” may brighten their day and convey how much you appreciate the compliment.

10. THANKS FOR CHOOSING USThey had a choice and chose you. Thank them and recognize their choice to work with you instead of your competition.

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50+ POSITIVE WORDS TO IMPROVE ANY CONVERSATION

AbsolutelyExcellentAuthenticHelpfulEnjoyPrimeAccomplishmentExceptionalOutstandingChoiceInteresting

SuperbPurifySplendidImpeccableSpectacularExcitingPerfectEssentialDivinePeakExclusive

ExpertExquisiteFantasticPositivelyGenerousIdealFullyInspiringMotivationalBrilliantFavorite

GeniusRecommendUnbeatableFriendlyAmazingWholesomeCharmingDynamicFascinatingClarityImpressive

MemorableWorthwhileSensationalPromptlyAmazingWholesomeCharmingDynamicFascinatingClarity

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• Every interaction creates a personal reaction

• Customers expect personalization

• People are instinctively self-centered

• It’s about the customer, not you

• Customers demand you know their needs

• Use customer data to improve processes across all departments

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• Engaged employees = loyal customers

• Companies that share information have more dedicated employees

• Employees do what is measured when it is incented, & celebrated

• Appreciated employees are willing to go the extra mile

• You can’t fake it

• Every member of the team must be involved in and part of creating an awesome customer experience

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ENGAGE

• How are you interacting with the

customer?

• Is there enthusiasm, passion,

excitement, interest?

• The customer should feel truly

appreciated, wanted and valued.

• You are not only assessing the

customer’s needs, but reassuring

them that they are being heard.

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EDUCATE

• Become the product expert by

understanding the features, benefits,

& differentiators.

• Share your expertise with the

customer about how the products will

solve their problems and fit their

lifestyle.

• Develop your approach to weaving

this information into the conversation.

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ENCOURAGE

• Build a better relationship by

continuing the conversation.

• Even if the initial answer is “no.”

• Take every opportunity to upsell.

• Be sure to mention the current

promotion.

• Use customer information to logically

suggest services that make sense for

their household.

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•Great relationships buy you time when things go wrong.

•The difference in cost between acquiring or retaining a customer is significant.

•It’s too late once the customer wants a divorce.

•Allows you personally to make a difference.

• Everyone might not be able to change pricing or company policies, but they can impact the experience.

L E I F S T R E E T | leif@askpivot.com

A S K P I V O T . C O M