Customer Service Training:
Do You Make This Customer Service Class Mistake?
Here's a sales and customer service class trainer's take on Dennis Ross's book Statescraft And How to Restore America's Standing in the World, chapter 9, Negotiations, Rule #4: "Keep in mind the other side's need for an explanation."
A sociological customer service class test recently conducted using a person cutting in line at the bank, post office, and retail stores found that the most important word in the English language is "because." No. It's not just a customer service class joke.
In this test, an average-looking, average-age man or woman would cut in line.
One-third of the time, they said nothing. One-third of the time they asked, "May I cut in front of you, please?" And one-third of the time they said, "May I cut in front of you, because I am running late."
The customer service class study found that the groups that asked or gave a reason for cutting in line were significantly more successful at both cutting in line and minimizing or preventing any feeling of ill-will in the people in line left standing behind them.
The study also showed that there was no significant difference between providing the simple explanation "I'm running late" and a more detailed explanation.
Not understanding that your customer or prospect needs a reason why you can or can't do something, or a reason to take action - and not giving your prospect that reason - is the number one mistake in sales processes and in customer service class.
Providing a reason (the "because") for what and why you can or cannot do something does a couple of things for you.
- Builds trust.
- Establishes you as an expert.
- Develops a framework, parameters.
- Uncovers alternatives and new opportunities.
- Identifies obstacles, barriers, or problems to overcome.
Providing a reason says that you really listened to the other person and thought about their needs before you responded. Providing clear and relevant reasons to take action increases your sales closing ratio and your customer service class.
You don't have to take Dennis Ross's or my word for it that giving a reason works. Try it out yourself outside of customer service class, in the real world. You have nothing to lose, and everything to gain.
And, the sooner you get started, the sooner you will see your success rate and your customer service class rise.
Source: Mark H. Daniels http://www.mysaleshero.net/
Related: Customer Service Class
Customer Service Training:
Do You Make This Customer Service Class Mistake?
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