Stellar customer service training can turn you into a star–
If you use the techniques (label planting, e.g) and tips (removing certain danger phrases and replacing them with power phrases) that you learn, stellar customer service training can turn you into a star. And if you are already a star, stellar customer service training can help you shine even brighter, so that you’re noticed and promoted and enjoy happiness and success in your work. Following is just one quick technique and tip to get you started on your way to stardom. . . .
How on earth can “no problem” be a danger phrase?
After all, “no problem” is common-as-dirt and certainly inoffensive. But is that what you want to be? Is that the label you want to plant in the mind of your customer? I don’t think so. You can do wayyy better than that, especially if your desire is to deliver more than customer service. If your desire is to deliver stellar customer service, you want to plant a stellar label with your name on it in the minds of every person you serve.
So let’s see, what do you want customers to think of when they think of you. You want them to think of you as someone who enjoys being of service–one who is grateful for the opportunity to help–one willing and even eager to go above and beyond. So the next time someone says “thank you” to you because you did your job and helped them, do NOT say “no problem.” Instead speak the phrase that is becoming commonly uncommon–namely “You’re welcome!” And say it with a smile, even if you are on the phone, because though that smile can’t be seen (usually), it can be felt and heard in your tone.
And if you want to go even further, and plant a label that says “It was my pleasure to serve you” then say just that. That is the uncommon phrase that I guarantee you will result in exceptionally positive label planting in the minds of customers. Whereas customer service people without communication training might have the dull and bland “no problem” as their mantra, you will have gone above and beyond–and that will pay benefits and result in not just accolades but promotions. You want to step out of the shadows and be seen, right? Then avoid the common and go for the stellar in your customer service delivery. Always!
In summary, here is your professional communication skills training tip for the day (of course brought to you by expert communication trainer, Dan O’Connor!)
Not all responses are created equal. Sometimes a common response is OK, but the stellar customer service representative seeks out an even better one. This is the case with today’s danger and power phrases.
Danger Phrase: “No problem.” Power Phrase: “You’re welcome.” Or “It’s my pleasure.”
“No problem,” or anything similar should be purged from your verbal patterns.
While developing your professional communication skills, keeping a Danger Phrase and Power Phrase list will help you stay one step ahead of the competition.
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Do you want to learn more about communication training that can help you become a more powerful, assertive, direct communicator? Communication that can change your life? Go to https://danoconnortraining.com/store/and check out Dan’s audios and videos, along with his 50-lesson comprehensive communication training course.
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