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  1. 1. Ways To Prevent Customer Service Team Burnout3 Free Report
  2. 2. 2 3 We call them Customer Care Providers for one reason: they care. They care about their customers, about their company and about doing a great job. If they don’t care about these things, they are merely babysitting our office or retail space. But the good ones, the ones who truly care are in constant danger of burnout, unless they can be trained in a system or develop a method themselves for handling difficult customers, and difficult situations. The three leading causes of burnout can cost you thousands in lost sales, staff turnover, time and low morale. Teach them to read the situation and read the customer Much of customer service is intuitive. We have a ‘gut feel’ about what the right thing to do is in any given situation. Intuition is developed over a long period of time from experience and trial and error. Not everyone has experience or the ability to recognize a repeat situation and benefit from prior knowledge. Many people continue to solve problems with the same methodology that didn’t work last time. These are the individu- als who would benefit from training in a step-by-step method to lower tension and take customers through a process of solvability. It is a learned behavior in dozens profes- sions – medicine, police work, air traffic controllers – and it is a skill that can be taught. Learning to read people, understanding why they speak and behave the way they do is the beginning of preserving your cool under fire. Expand their communication skills A good description of a customer service providers’ work is professional communicator. It is the principle activity on a daily basis. The better communicator you are, the more information you can gather and the better chance you have of helping the custom- er solve their problem and make a good buying decision. So much depends on an employees’ ability to control their words, tonality and body language when dealing with a customer; being able to speak with them in a way that diffuses rather than triggers emotion. To de-escalate a tense situation, the customer care provider must have the communication skills to take their customer from emotional to rational and calm. Encourage them not to take negativity personally We marvel at those who can avoid getting ‘hooked in’ to a customers’ nasty com- ments, glares and rants. Staying calm in these situations is challenging and it may seem natural that a caring customer service provider take it personally. But feeling guilty, or overly responsible, or even feeling bad about oneself won’t solve the customers’ | 2Ways To Prevent Customer Service Team Burnout from3 1
  3. 3. | 3Ways To Prevent Customer Service Team Burnout from3 © 2015 Sandler Systems, Inc. All rights reserved. S Sandler Training Finding Power In Reinforcement (with design) is a registered service mark of Sandler Systems, Inc. Sandler Training regularly trains customer service providers to help increase revenues. Through our program, Strategic Customer Care, we lead participants through a communications and sales process that will help them create a sales “comfort level,” a “helping approach” to sales, and a structured behavior plan that will enable sales to become part of their daily routine into the future. problem. Customers may even take advantage of what they perceive as a weakness and ask for more than is possible to give. Customers may try to make it personal by di- recting personal slurs at the employee. If we do not arm our employees with a powerful method to protect themselves from such employees, they may eventually succumb to burnout and leave the position. Invest in your frontline people with leadership, training and support If the expectations of management are that customer service providers will handle every difficult customer and situation to a win/win conclusion, there must be some training and support involved. Having an established process to follow gives employees a tem- plate and the confidence to ‘handle it’. Often frontline employees are reprimanded for handling a situation poorly, yet not given an alternative method or even modelled behav- ior to follow. Change starts from the top of an organization and before further stressing employees, ensure they are trained in handling difficult situations. The key to long term, strong customer care employees is ensuring they have the tech- niques, attitudes and behaviors that protect them from burnout. As they say, there are two ways to get to the top of an oak tree. You can climb it. Or you burying an acorn and sit on it for 20 years. Which will get you the results you want – train your people to protect themselves from difficult people or let them grow a thick skin by being battered over and over again? The problem with the latter method is that you lose many good people in the meantime and that is a costly issue. At Sandler Training, we believe customer care providers are an integral part of the sales team. They have the power to lose customers, but they also in a position to greatly add to our top line revenues. Investing in customer care providers can lead to happier customers, happier employees and more black ink. 4


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