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Lesson 5 – Yes
If you have spent any time in the service industry you are probably very familiar with the “Canned” robotic scripts that are being used by CSR’s.
Almost every company sounds the same, and clients are beginning to notice.
Of course a few years ago companies who moved to this kind of script were head and shoulders above the competition. But things have changed.
In a world where technology and automation are being deployed at a break neck pace the human connection is being lost, and clients are yearning for it.
For example, most service calls go a little something like this:
CSR: “Thanks for calling ABC, this is Brigham, how can I make you smile today?”
Client: “Hi Brigham, I need to know if you can help me with a problem with my AC unit.”
In many most cases, the approach is to redirect the customer, by asking,…
“What’s going on with the AC unit?”
This is of course logical, but by jumping right into the meat of the issue, you miss the opportunity to CONNECT on a HUMAN level.
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Pay attention to the statement the client made:
“I need to know if you can help me with a problem with my AC unit.”
If you take a moment to consider what may be the motivation for such a statement.
- Do you do this kind of work?
- Do you have trained employees that are experts in my kind of issue?
- Can I trust that you can help me and won’t take advantage of my lack of knowledge?
All of these potential concerns paint a picture of someone who might be nervous, and by moving right into “Business” by asking about their equipment, how old it is etc. can make them feel like you could be “Sizing them up” before you decide if you are a fit for them.
This can compound anxious feelings and reduce the WOW experience AND your conversion percentage.
What you can do
Before I address the way to handle this particular situation I have to ask…
Do you have a YES attitude?
What is a YES attitude you ask?
Someone with a YES attitude has decided that they are committed to serving and helping people first, and not viewing every call as a task to complete. They genuinely want to help that person and the energy and effort they exude in immediately evident to the client.
If you have NOT adopted the “YES” attitude I encourage you to ask yourself why?
Maybe you and your boss don’t get along, or the techs aren’t nice. Maybe your company gets a lot of complaints from clients. All of these things are unfortunate.
But they do not determine how YOU choose to respond to them.
You can decide to serve the client with Positivity, Confidence, and Listen to them no matter what the situation is. When you do, the will respond in kind and you will be rewarded!
Now back to the scenario above…
Instead of grilling the client with questions when they ask if you can help them you simply say “YES!”
“Yes, we can fix your problem! You have called the right place!”
When you say this with positive, confident energy their defenses come down and you are on your way to converting more calls!!
So remember, always start with a “Yes” attitude!!
See you next week!