Join Jeff Toister for an in-depth discussion in this video Earning positive feedback, part of Customer Service Foundations.
The most important part of any customer service training program is when you implement new skills back on the job. You'll know the training is successful if you can use new ideas, concepts, or techniques to earn positive feedback from your customers. Here's an exercise you can do to help you earn positive feedback from one of your customers. Imagine you really wowed someone with your service. This customer is so impressed, that they wrote you a thank-you letter. What would they say in their letter? Try writing the letter as if your customer actually wrote it.
Here's what my letter look like when I did this exercise. Dear Jeff, thank you for being our trusted partner. Your commitment to helping us achieve our goals is the reason you are the first and only phone call when we need help improving customer service. Thank you! A, Client. The next step is to read this letter each day before you start work for one month. This is a form of visualization, just like an athlete might visualize their performance before a big game. This can be a powerful exercise, because it helps you stay focused on making your customers happy.
When I read my letter each day, I thought about ways I could earn each client's trust. I looked for opportunities to show them I was committed to their success. I tried as hard as I could to help them. Your goal should be to receive feedback from a real customer that matches your thank-you letter. They might write you a letter, send you an e-mail, or just tell you directly how much they appreciated your service. When I did this exercise, I asked one of my clients for a testimonial that I could include on my website. I didn't tell her what to write, and she didn't know I was doing this activity.
Here's what she sent me. If I had to choose only one outside company to help with some training initiatives this year, that would be Toister Performance Solutions. Jeff is reliable, dependable, and flexible to incorporate the organizational culture in whatever he presents. The similarities between the letter I wrote and my clients testimonial, told me I had succeeded in delivering outstanding service. Customer service isn't always easy. You might encounter obstacles and challenges while you try to earn positive feedback. When that happens, take a deep breath and think about how you can overcome those obstacles and make your customers happy.
You might even want to review some parts of this course to get ideas that will help you. If you stick with it, you can continue to build your customer service skills and make even more customers happy.
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- What is outstanding customer service?
- Identifying your customer
- Creating a customer service vision
- Enhancing likability in person, over the phone, and via email
- Actively listening to customers
- Going the extra mile
- Taking ownership of problems
- Diffusing angry customers
- Using data to evaluate and improve your customer service<br><br>
- The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.