Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Name: Sarah Hedayati

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Web Site: http://about.me/sarahhedayati

Bio: We are advocates for providing customers the best experience possible. Impact Learning Systems is the leader in customer service skills training and consulting. Customer service is all about the positive experience you provide.

Posts by Sarah Hedayati:

    Tough service situations

    December 10th, 2012
    Deal­ing with a tough ser­vice sit­u­a­tion? Show respect for the sit­u­a­tion and take extra care to never tell that per­son that he or she is wrong. Instead, start with ques­tions that the per­son can respond pos­i­tively to. If one starts out agree­ably, there is a ten­dency to want to con­tinue that way.

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    Use names early and often

    December 6th, 2012
    Use names early and often. The sweet­est word to any one per­son, in any lan­guage, is that person’s name. Using someone’s name estab­lishes a rap­port of con­cern, atten­tion, and val­ued con­ver­sa­tion. That per­son will leave feel­ing impor­tant and when you remem­ber the name upon your next meet­ing, you’ll be held in much esteem.

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    Don't assume

    December 3rd, 2012
    Don’t assume any­thing. Don’t assume that just because your cus­tomers are loyal that they will stay that way. Be aware that even if they’re con­vinced your prod­uct, com­pany, or ser­vice is of value, it doesn’t mean that they could be con­vinced oth­er­wise, or that a com­peti­tor has an edge. Play devil’s advo­cate to see what the com­pe­ti­tion might offer and answer that challenge.

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    Match your communication style

    November 29th, 2012
    Match your com­mu­ni­ca­tion style to the per­son you’re deal­ing with. Is that per­son a com­man­der (some­one who is emo­tional, dom­i­nant, con­fi­dent), a thinker (con­vinced with logic and sta­tis­tics, val­ues clever or unique design), or a visu­al­izer (likes quick results, the big pic­ture)? Tai­lor your atti­tude to fit those val­ues – pro­ject­ing an image of same­ness builds rapport.

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    Try to make someone's day

    November 26th, 2012
    For tech sup­port pro­fes­sion­als, when the phone rings, it’s lights, cam­era, action! You’re the star and your desk is the stage. Cus­tomers depend on you to give your best each and every time you “per­form.” Exhaust­ing? Def­i­nitely! But grat­i­fy­ing too. You have the opportunity—with every call—to make someone’s day. Break a leg!

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    Practice Continuous Improvement

    November 22nd, 2012
    Top-notch tech sup­port pro­fes­sion­als thrive on the prac­tice of con­tin­u­ous improve­ment. They con­stantly look for ways to tran­scend them­selves and their own pre­vi­ous achieve­ments. One help­ful habit that you too can prac­tice is to make a point of quickly assess­ing each tech sup­port call. Once the call is over, ask your­self the fol­low­ing three ques­tions: 1. What did I do well? 2. In what areas do I need to improve? and 3. If I han­dled this call over again what would I do dif­fer­ently? Make notes of what­ever answers come to mind and con­sciously put your learn­ing into prac­tice on future calls.

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    Give yourself a pat on the back

    November 19th, 2012
    Next time you’re feel­ing a lit­tle down at work, give this activ­ity a try. Lift your right arm and hand above your head. Now bend your arm and let your hand drop down between your shoul­der blades. Pat your­self three times as you recite this affir­ma­tion: “I am doing my best. With every cus­tomer. With every call.” We all need a pat on the back sometimes—even if it comes from our own hand!

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