Customer Service Essentials For Call Centres.
DISC Customer Service Essentials for Call Centres.
Introduction.
Set a tone with your customers, understand the caller’s “style”, manage inbound calls more effectively and solve customer’s problems, so you can please them, time and again! All with the power of DiSC customer service essentials.
It is very important to help your staff to make a vital first impression, build rapport and to maintain positive relationships with all customers. The lifetime value of a customer to the sustainability of your business may be well beyond what your service people realise.
Developing that service oriented attitude is vital in developing in your people. We don’t get a second chance to make a first impression!
Selecting people with the right attitude in service roles in advance is equally important. Procedural and process knowledge is also crucial.
Helping your staff to keep energised when dealing with difficult customers, when little thanks is forthcoming, is a challenge for many call centre oriented businesses.
Identifying people with a client friendly style who’s a good fit in these roles may occur, but they need to be supported by good processes. Developing their motivation to use the processes and to view all customer interactions as a positive experience requires a lot of focus and development. There is pay off for the efforts.
Focus on the customer.
A customer service person’s future is intrinsically linked and invested in how they deal with your customers. This is fundamental business learning and will stand to them whether they stay or go.
Do your customer service people have a good attitude and do they look forward to coming to work? Many people in service roles do not see their job as a career stepping stone. However, they can be helped to see their role as an opportunity to develop core skills that will help, even as they pass on to other businesses or into a management role, either in your business or another business.
Do you have a customer charter that service people value?
DiSC Service Essentials & SkillMaps.
Through the power of DiSC Customer Service Essentials & SkillMaps, you can begin to instill in them the fundamental skills of service excellence and phone courtesy, while building their skills to become more resilient and positive in their workplace when under 
pressure.
The skills, knowledge and attitudes that your people develop now, will serve them throughout their career.
The Customer Service essentials program is ideal teams in your organisation answering the phone, dealing with customers or dealing with people face to face. How do you customers rate you on the phone or did they feel they received service? Are service expectations met? Your people are the link to how customers perceive your brand. Do customers feel satisfied at the end of a call?
Do your people feel that they did a good job at the end of the day? Are they learning and developing?
Listening skills, asking questions, answering questions, handling complaints and solving problems are key skills that can be learned and are “style” influenced.
Incorporating the DiSC® Personal Profile Instrument – the programme helps service professionals learn to build strong customer relationships over the phone by understanding their own behavioural style and adapting to the style needs of their customers.
DiSC® is a powerful tool that helps you to succeed with the people and relationship side of dealing with customers.
If you want to understand solutions that help with the retention and development of
customer service teams, to improve behaviours and increase performance of service teams and employee engagement, and then DiSC® is a powerful tool that helps.
Sample Learning Steps with DiSC Service Essentials.
Pre- session: People take the DiSC profile online and read their own report in advance of their training.
A One day Customer Service Essentials, with recommended follow-up sustainability workshop, the outline features includes:
- Understand what DiSC® is all about applied to customer service interactions.
- Build people’s confidence, attitudes and resilience when dealing with people over the phone.
- A set of practical tools that they can use on a day to day basis.
- Introduce the DiSC model and its application in customer service.
- Using the understanding of your DiSC style and other’s styles:
- Clearly understand if a customer’s focus is goal/task oriented and whether a social/relationship connection is required.
- Anticipate if the client needs for information are specific or general.
- Recognise the level of social interaction required to diffuse or maintain a successful call.
- Asking the “right” questions and avoiding a perception of ‘interrogation’
- Gain awareness of whether the impact of an interaction and the call process needs to be fast paced, or where a slower pace if acceptable.
- Identify situations where accuracy, order and detail are most particularly required. Recording appropriate details.
- Focus in a call centre.
- Active listening skills.
- Appreciating people who don’t see the world like us. Flexing and adapting our style to deliver exceptional service moments.
- Agreeing action learning and new skills practices, supported internally.
DiSC offers service people a phased and process oriented approach for:
Planning: Develop an overall plan focusing on behavioural style, motivations and attitudes as it relates to how you deliver service.
Initiating: Use the amount and type of interaction to put clients at ease.
Interacting: Clarify how you can help satisfy expectations.
Responding to concerns: Address concerns and problem solve, based on style needs.
Gain a shared commitment: Keeping DiSC style in mind, influence the customer relationship to gain appropriate commitment.
Service follow through: Strengthen the relationship by ensuring to satisfy the customer’s follow through expectations and concerns.
What RESULTS can you expect?
The first impression your customers receive will instill confidence and keep them coming back.
Your company image represents high service standards.
Positive word of mouth about your service potentially increases sales.
Behaviour based individual assessments, skillmaps and action plans are included for improvement in every essential customer service practice.
Reinforcement Tools.
Sustaining learning and having people apply the new skills are very much encouraged and we can work with you on how the ensure that people practice and apply what they have learned.
Tools that are used and people will have post-training includes.
- Customer interaction call card.
- Essential Practices Cards – a summary card of critical skills to be kept handy by each employee in the work place.
- Links into your performance management and development systems
See our course Customer Service With Style & Skill
See also Customer Focussed Culture