When we communicate with customers, there are four key stages that we should progress through. These are…
Open & Initiate
Be prepared – Anticipate the needs of the customer, with information already to hand.
Welcome – Greet customers professionally and convey a positive attitude through your tone of voice, body language and general demeanour.
Position – Where you are contacting the customer, explain the purpose and benefit to them and check that they understand and agree to the conversation. Where you are being contacted by the customer, provide a clear response to acknowledge their needs and ensure you are best placed to help them.
Gather Information
Listen – Remember the facts conveyed by the customer and the feelings behind their message. Ensure you note their concerns and are able to understand and appreciate their requirements.
Ask – Question customer effectively to understand their situation and what is important to them.
Restate – Ensure customer realises you understand what is being said and agree to what is being asked where relevant
Solutions & Options
Offer Information and options – Give customer information that helps them. Provide options and choices. Use explanations that are clear and free from jargon.
Set expectations – Be clear with the customer about what you can and cannot do. Be specific.
Explore further needs and gain agreement – Ask good questions. Try to assess level of agreement. Promote the available solutions.
Confirm & Close
Ask for a decision – Ensure you clearly, precisely and confidently ask for a commitment from the customer.
Summarise and check – Review the key points with the customer and check that they are happy.
Thank them – Make your customers feel important by leaving a positive message.
Follow up – Do what you said you would do. If someone else deals with the customer further on, ensure the transition is smooth and all information is passed on.
By following this clear structure, you will ensure all of your customers receive a positive experience each and every time they communicate with you. The process is simple and the tasks within it can be learnt and applied quite easily.
This short excerpt is taken from our training course materials on, 'Communicating with Customers', which you can purchase from our website at Trainer Bubble.
Friday 18 November 2011
Wednesday 5 October 2011
The Greatest Speech Ever Made
The following video clip has been developed around the final speech from the Charlie Chaplin movie, 'The Great Dictator' and is required watching as far as I am concerned. It's amazing to think that one of the most poignant and meaningful speeches written for our times was actually penned by a comedy actor in 1940. It just goes to show that greatness is timeless.
Time for your emotions to be stirred...
Time for your emotions to be stirred...
Friday 30 September 2011
A Customer Care Disaster, or ill-advised PR stunt?
Whilst perusing the internet today, I came across what seems a very bizarre response to a customer complaint that has apparently gone viral on the internet. The company in question is Australian based clothing retailer, 'GASP'. The original story comes from an article that appears in, 'The Herald Sun' and you can take a full look at the complete story including the original complaint on their website.
I was left scratching my head with this one, as I can't be sure if it is a really poor response to a customer complaint or an even worse attempt at publicity. Now, if it is publicity they want, then I am stoking the flames here (as well as many other sites), but surely this is not good publicity? Take a look at the response to the complaint below. To set the scene, the complaint was regarding a customer that went into one of their stores to purchase a dress only to be harassed by the member of staff who was rude about the ladies dress size, amongst other things, when she showed reluctance to purchase. Here is their 'customer service' response...
Dear Keara O'Neil,
Having now had the privilege of having both version of events, I am now in a position to respond to your complaint.
From the very outset, one thing that you should be mindful of is; Our product offerings are very, very carefully selected, so to ensure that we do not appeal to a broad customer base. This is something which is always at the forefront of our minds when undertaking buying duties.
The reason for this is to ensure that we only carry products which appeal to a very fashion forward consumer. This by default means that the customer whom is acclimatised to buying from "clothing for the masses" type retailers, is almost frightened by our range, sometimes we have found that this type of customer, almost finds our dresses funny, and on occasion noted comments such as 'it looks like a dead flamingo'. When we receive comments like this, we like to give ourselves and our buyers, a big pat on the back, because we know we are doing our job right, and modus operandi is being upheld.
Our range is worn by A list celebrities to the likes of Kim Kardashian, Selena Gomez and Katy Perry to name only a few. Now, as one might appreciate, the style counsel for these types of celebrities are not ones to pick "run of the mill" type clothing, and they do so on the basis to ensure that the styles are cutting edge, and only worn by a select few. Similarly these items are priced such that they remain inaccessible to the undesirable.
Insofar as our employee goes; Similar to our product offerings, our employees are selected with a similar approach. Chris whom served you is a qualified stylist whom has a sixth sense for fashion, and Chris's only problem is that he is too good at what he does, and as I am sure you are aware, people whom are talented, generally do not tolerate having their time wasted, which is the reason you were provoked to leave the store.
Whilst I concede that you work for chain retailer, unfortunately that does not make us like for like. It is probably fair to assume, a lot of what I have said in this email, either doesn't make sense to you, or you totally disagree with it all, which is what I would expect (unless of course I have you totally wrong – which I doubt).
Let me guess, you would never, ever hire Chris in the course of your duty, would you? This is the very reason, why your comment "from one retailer to another" is so disproportionate, it's almost as though we are in a totally different industries. Chris is a retail superstar, who possess unparalleled ability, and I am sorry you feel upset by him, but he knew you were not going to buy anything before you even left your house.
So if you would like to do us any favours, please do not waste our retail staff's time, because as you have already seen, they will not tolerate it. I am sure there are plenty of shops that appease your taste, so I respectfully ask that you side step our store during future window shopping expeditions.
Thank you for your enquiry.
But it doesn't end there. GASP replied to the criticism of their response with this:
We respect that not all consumers strive for a glamorous appearance; some prefer to simply blend in. [...] We respect and welcome all customers whom wish to visit our store, even though the intention to buy may not exist. But we ask that their opinions be expressed through blogs, social media or around a warm latte, but certainly not inside our stores.
So, having taken a look at this really badly worded response, what do you think? Publicity stunt, or poor customer service? Whatever it is, if I was the boss, I'd be having a rethink about the people working for me and an even harder consideration about what customer service training or even complaint handling training my staff need.
I was left scratching my head with this one, as I can't be sure if it is a really poor response to a customer complaint or an even worse attempt at publicity. Now, if it is publicity they want, then I am stoking the flames here (as well as many other sites), but surely this is not good publicity? Take a look at the response to the complaint below. To set the scene, the complaint was regarding a customer that went into one of their stores to purchase a dress only to be harassed by the member of staff who was rude about the ladies dress size, amongst other things, when she showed reluctance to purchase. Here is their 'customer service' response...
Dear Keara O'Neil,
Having now had the privilege of having both version of events, I am now in a position to respond to your complaint.
From the very outset, one thing that you should be mindful of is; Our product offerings are very, very carefully selected, so to ensure that we do not appeal to a broad customer base. This is something which is always at the forefront of our minds when undertaking buying duties.
The reason for this is to ensure that we only carry products which appeal to a very fashion forward consumer. This by default means that the customer whom is acclimatised to buying from "clothing for the masses" type retailers, is almost frightened by our range, sometimes we have found that this type of customer, almost finds our dresses funny, and on occasion noted comments such as 'it looks like a dead flamingo'. When we receive comments like this, we like to give ourselves and our buyers, a big pat on the back, because we know we are doing our job right, and modus operandi is being upheld.
Our range is worn by A list celebrities to the likes of Kim Kardashian, Selena Gomez and Katy Perry to name only a few. Now, as one might appreciate, the style counsel for these types of celebrities are not ones to pick "run of the mill" type clothing, and they do so on the basis to ensure that the styles are cutting edge, and only worn by a select few. Similarly these items are priced such that they remain inaccessible to the undesirable.
Insofar as our employee goes; Similar to our product offerings, our employees are selected with a similar approach. Chris whom served you is a qualified stylist whom has a sixth sense for fashion, and Chris's only problem is that he is too good at what he does, and as I am sure you are aware, people whom are talented, generally do not tolerate having their time wasted, which is the reason you were provoked to leave the store.
Whilst I concede that you work for chain retailer, unfortunately that does not make us like for like. It is probably fair to assume, a lot of what I have said in this email, either doesn't make sense to you, or you totally disagree with it all, which is what I would expect (unless of course I have you totally wrong – which I doubt).
Let me guess, you would never, ever hire Chris in the course of your duty, would you? This is the very reason, why your comment "from one retailer to another" is so disproportionate, it's almost as though we are in a totally different industries. Chris is a retail superstar, who possess unparalleled ability, and I am sorry you feel upset by him, but he knew you were not going to buy anything before you even left your house.
So if you would like to do us any favours, please do not waste our retail staff's time, because as you have already seen, they will not tolerate it. I am sure there are plenty of shops that appease your taste, so I respectfully ask that you side step our store during future window shopping expeditions.
Thank you for your enquiry.
But it doesn't end there. GASP replied to the criticism of their response with this:
We respect that not all consumers strive for a glamorous appearance; some prefer to simply blend in. [...] We respect and welcome all customers whom wish to visit our store, even though the intention to buy may not exist. But we ask that their opinions be expressed through blogs, social media or around a warm latte, but certainly not inside our stores.
So, having taken a look at this really badly worded response, what do you think? Publicity stunt, or poor customer service? Whatever it is, if I was the boss, I'd be having a rethink about the people working for me and an even harder consideration about what customer service training or even complaint handling training my staff need.
Monday 12 September 2011
Body Language Training - How to Spot a Liar
We're still on the theme of developing a video at the moment and are really starting to explore the potential behind the idea. This latest clip shows how you can use animations to add a little bit of an alternative approach to training and retaining learner engagement throughout training by changing the method of delivery.
This video focuses on body language training and specifically, 'How to spot a liar'. Of course the approach is one of fun, but there is a serious intent behind the animation and key body language messages are addressed. If you can imagine using this as a clip within a wider body language training programme you will be able to see the potential for learner involvement and a slight move from traditional methods.
We encourage yo uto use some of the tools on the internet to add impact to your own training.
Remember, you can purchase our body language training materials from the Trainer Bubble website.
This video focuses on body language training and specifically, 'How to spot a liar'. Of course the approach is one of fun, but there is a serious intent behind the animation and key body language messages are addressed. If you can imagine using this as a clip within a wider body language training programme you will be able to see the potential for learner involvement and a slight move from traditional methods.
We encourage yo uto use some of the tools on the internet to add impact to your own training.
Remember, you can purchase our body language training materials from the Trainer Bubble website.
Monday 22 August 2011
Elevator Experiment - Social Proof in Action
Here's a really interesting social experiment that was carried out by the people at Candid Camera. It provides a perfect example of social proof, which can be useful knowledge to have when you want to influence others.
What you will see here is that people are influenced by the behaviour of the other people in the elevator, after all, they can't all be wrong can they?
Social proof can be an extremely powerful tool in the marketing of a company’s products and services. After all, if your current customers (who happen to be a lot like me) are so happy with your products, then surely I will be too?
This youtube clip is really helpful in demonstrating how individual's can be influenced by others and the need to pay close attention to the theory of social proof. This is covered in more depth in the Trainer Bubble training course materials, 'The Power of Influence', which is available for purchase from the Trainer Bubble website. You should buy these, everyone else is!
What you will see here is that people are influenced by the behaviour of the other people in the elevator, after all, they can't all be wrong can they?
The principle of social proof states that one important method people use to decide what to believe or how to act in a situation is to look at what other people are believing or doing.
Our need to revert to this behaviour usually happens in two instances. These are:
- Similarity – people are more likely to follow the lead of others that are similar
- Uncertainty – when people are unsure and the situation is ambiguous they are more likely to follow actions of others to determine what is correct
Social proof can be an extremely powerful tool in the marketing of a company’s products and services. After all, if your current customers (who happen to be a lot like me) are so happy with your products, then surely I will be too?
This youtube clip is really helpful in demonstrating how individual's can be influenced by others and the need to pay close attention to the theory of social proof. This is covered in more depth in the Trainer Bubble training course materials, 'The Power of Influence', which is available for purchase from the Trainer Bubble website. You should buy these, everyone else is!
Friday 19 August 2011
Icebreaker - A new way to present them
You might have guessed that we're a little addicted to creating videos at the moment. We think it's a really interesting way to deliver information and we thought we'd test the concept on an icebreaker. See what you think...
Wednesday 17 August 2011
Body Language Training
We've been getting a bit carried away with the promotional videos lately. Here's our latest effort for our Body Language Training materials available at www.trainerbubble.com
Thursday 4 August 2011
Trainer Bubble Promo Video - Just for fun
I've just been having a bit of fun with creating a new promotional video for Trainer Bubble. It's not as slick as I'd like it, but was good fun and helped me procrastinate a bit today!
Wednesday 3 August 2011
Team Building - Developing a Team Vision
When trying to implement a team building programme, a useful starting point is to help the team appreciate what makes a team work to the same goals and principles. Core to this team building principle is the ability to develop a team vision.
Every team must have a clear understanding of what they are trying to achieve and how this fits into the wider organisational picture in order to work effectively. It helps if this is presented in a challenging and meaningful way, where individuals feel that they are contributing to a wider goal.
Without this sense of purpose individuals begin to work independently and become focused only on their own set tasks with little concern for the impact it might have on others in the team or organisation. I’m sure you can think of situations where somebody says they are, ‘just doing their job’ and yet the impact of their actions has a hugely detrimental effect on others.
Quite often in business the purpose and direction of an organisation is summed up with a vision statement. You may already be aware of some of the larger organisations vision statements from the past…
Land a man on the moon and return him safely to Earth by the end of the decade. - NASA
PepsiCo's responsibility is to continually improve all aspects of the world in which we operate - environment, social, economic - creating a better tomorrow than today. - PepsiCo
To be the world's best quick service restaurant experience. Being the best means providing outstanding quality, service, cleanliness, and value, so that we make every customer in every restaurant smile. –McDonald’s
To empower people through great software – any time, any place and on any device. - Microsoft
Now, you might not agree with these vision statements or even think they are clear, exciting or achievable. However, they do provide clarity and a common purpose to the organisation it was designed for. When trying to improve team building and develop teams, this is crucial.
The idea of using a vision statement can also be useful for teams within an organisation as it gives everyone a guiding principle that clearly emphasises the aims and focus of the team, while giving everyone a common purpose and goal.
A key benefit of a vision statement for a team is that it provides clarity when their might be confusion. For example; if a team member is presented with a difficult decision to make that could affect the rest of the team or the organisation as a whole, they can think to themselves, ‘Does this action align with our team vision?’ The answer will tell them how to progress.
A good example of how well someone buys into a vision statement and is clear on their role within an organisation relates to the NASA vision statement provided in the slide. The story goes that President Kennedy was on a tour of NASA headquarters and was being introduced to the staff. Upon leaving he walked passed a gentleman that was quite clearly a janitor holding a broom. In his usual polite way JFK said to the man, “...and what do you do here?” to which the janitor replied, ‘Sir, I’m putting a man on the moon.”
I think it’s clear that this guy had bought into the vision of his organisation!
Tuesday 12 July 2011
Work Better
We found this image on the internet and thought it was pretty much true. We hope you do too...
Wednesday 15 June 2011
Free Training Resources, Energisers and Icebreakers Update
We have had to have a bit of a reorganisation of our main website at Trainer Bubble. This is due to the fact that our free training resources section has grown to epic proportions and we now offer over 400 free training resources, icebreakers, training games and energisers on our website.
The sheer size of these free training resources was really slowing down certain sections of the website and so we have re-grouped the sections from one main 'Free Training Resources' section to four separate sections of Free Materials & Resources, Energisers, Icebreakers and Training Games.
Of course we are sure you will still be able to find all the training resources you need, but you might have to dip into different sections rather than accessing them all from the same page. Having said that, we have now found that it is a lot easier to sift through the areas to find what you want. It just might take a bit of time to get used to it.
I hope you all still enjoy accessing our free training resources! We look forward to providing much more in the future.
The sheer size of these free training resources was really slowing down certain sections of the website and so we have re-grouped the sections from one main 'Free Training Resources' section to four separate sections of Free Materials & Resources, Energisers, Icebreakers and Training Games.
Of course we are sure you will still be able to find all the training resources you need, but you might have to dip into different sections rather than accessing them all from the same page. Having said that, we have now found that it is a lot easier to sift through the areas to find what you want. It just might take a bit of time to get used to it.
I hope you all still enjoy accessing our free training resources! We look forward to providing much more in the future.
Thursday 2 June 2011
Kid learns how to ride bike and gets inspirational
Sometimes we all need a little inspiration in life and this kid gets the thumbs up from me. This video could be useful in a motivational training session or anywhere you'd like to add a bit of lighthearted fun and a wink to being inspired...
Tuesday 12 April 2011
Word 2007 Training Materials added to www.trainerbubble.com
We've recently added Word 2007 Foundation Training Course Materials to our website. These Microsoft Word 2007 Foundation Training Course Materials can be used either with the full training materials in a classroom environment or by individuals working from the supplied workbook.
The Word 2007 Foundation materials set out to give the participants the core knowledge required for using Microsoft Word 2007. Therefore the materials are useful for anyone with limited or basic knowledge of Word 2007.
Visit our website to view these Microsoft Word 2007 Foundation training materials.
Thursday 10 March 2011
Post Office Entry Examination 1897
I saw this Post Office Entry Examination from 1897 on a wall recently and had to share it. How well would you have done? I'm pretty sure I would have struggled to get the job!
Why not use this test as an icebreaker to your training courses and find out what your participants think? (click on the image to make it full size).
Why not use this test as an icebreaker to your training courses and find out what your participants think? (click on the image to make it full size).
Friday 4 March 2011
Physiological find a word
This popped into my inbox lately and I thought it would make an interesting icebreaker or energiser during training. I'm not sure of the 'scientific truth' of it, but it should add a bit of fun to proceedings. I've not known anyone yet to look at it and not want to let everyone know their words! (click on the image to make it a reasonable viewing size).
Tuesday 15 February 2011
Placebo Effect - The power of the mind
This interesting video talks about the effect placebos have on us and what this means.
What's interesting for me here is that if placebos have these effects on us, then the idea of believing in yourself in order to achieve great things is supported. As Yoda once said, 'Do or do not, there is no try'.
What's interesting for me here is that if placebos have these effects on us, then the idea of believing in yourself in order to achieve great things is supported. As Yoda once said, 'Do or do not, there is no try'.
Wednesday 5 January 2011
Marshmallow Challenge -- Training Game
I was recently looking through the TEDtalks website and came across this really interesting talk by Tom Wujec who uses a training game called, 'The Marshmallow Challenge', which has thrown up some interesting results for him. I recommend everyone to take the time to watch his talk as it really is quite interesting...
Further to this, Tom has set up his own website, which provides the instructions and other useful information about this training game. This can be found at http://marshmallowchallenge.com/Welcome.html
I recommend you take a look.
Of course, this type of feedback will probably come as no surprise to you as it's pretty typical of all training games that you run in a training session. You can see for yourself by using some of the Trainer Bubble training games on our website. As with all of our training games, the materials are free to use.
Further to this, Tom has set up his own website, which provides the instructions and other useful information about this training game. This can be found at http://marshmallowchallenge.com/Welcome.html
I recommend you take a look.
Of course, this type of feedback will probably come as no surprise to you as it's pretty typical of all training games that you run in a training session. You can see for yourself by using some of the Trainer Bubble training games on our website. As with all of our training games, the materials are free to use.
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