How can you develop your clients' customer service skills and brand ambassador potential?

When I worked at Dell Computers, over 20years ago, they put me through 2 weeks of training. How to talk to a customer and deescalate the call. I wish other employers had this intense training. I have used those skills learned for over 20 years.

Yes, it covers maximum points in a brief way... We need to understand customer expectation without judgement and keep putting right questions and active listening to understand customer needs...

I think one of the best ways I learned to deal with customer complaints is not to get it in the first place! But of course, things happen and I think most customers realise this when an issue comes up. I had to deal with customer issues and I would say the main thing is to get into their world first - build rapport and acknowledge the issue and how they must feel - then you can explain you are going to do your best to help them fast - and work on solutions for them. NLP teaches communication sklls which helps build that rapport in the first place.

:-) A combination of passion, authenticity and positive mental attitude in short! I would ask my clients to focus on active listening, empathy, and open-ended questions which will give you tons of feedback. Create a stress clear, concise, and courteous communication, avoiding jargon, abbreviations and most important negativity. Encourage creative problem-solving, critical evaluation, and collaborative decision-making. Teach brand promotion through highlighting benefits, sharing testimonials, and encouraging feedback. I would ask them to set goals to learn from role models which imv helps to exceed customer expectations and cultivates a customer service mindset!

Developing clients' customer service skills and brand ambassador potential involves tailored training programs focusing on effective communication, problem resolution, and product knowledge. Encourage empathy to enhance customer interactions, fostering a positive brand image. Role-playing scenarios and providing constructive feedback sharpens these skills. Continuous learning through workshops and digital resources ensures adaptability to evolving customer expectations. Nurturing a customer-centric mindset cultivates natural brand ambassadors who authentically promote your brand through exceptional service.

Being 'solution focused' is the core competency of anyone working in a customer service environment. But this is not to say you're a walk-over; a level of firmness is required when dealing with some customers. For my clients that work in customer service environments, we work on empathy and compassion as the primary focus areas for improving customer service capability. In a customer service environment as it's usually only when something goes wrong that they contact support - so many customer are irritated or upset. Keeping this in mind helps one to be compassionate and empathic to ensure the best and smoothest resolution to the issue is achieved.

To do this well, one has to practice patience and a genuine desire to be of service to the customer. Some customer service staff tend to act more in service of their company than the customer. This is counterproductive, and could cause the customers to feel unheard. This impacts the company negatively in the long run. Treat the customer the way you’d like your loved ones to be treated, and be service-minded and solutions-oriented. Be collaborative, and open, and they will likely reciprocate with a SilkAir behaviour. Humans are reciprocal beings.

As Sage's CPO, I championed co-designing vertical solutions on our ERP product with customers and partners, exemplifying creative, critical, and collaborative solution offerings. We brainstormed diverse options, critically evaluated them for customer-specific needs, and collaboratively involved customers in decision-making. This mirrors the GROW coaching method I use as an Executive Coach, guiding clients to generate, review, opt for, and work with solutions that align with their goals, enhancing customer satisfaction and brand loyalty.

In today's fast-paced world, where immediacy is expected – just consider our patience for the answer to a Google search ?? – clear, concise, and courteous communication becomes even more vital in customer service. I advise clients to use straightforward language, avoiding jargon and slang, to ensure quick understanding. Conciseness respects the customer’s time, and courteousness adds a positive emotional layer, crucial in CX even in B2B. Avoiding negativity fosters positive emotions, enhancing the customer experience. This approach not only meets the need for speed but also ensures emotionally positive interactions, vital for lasting customer relationships and brand perception.

Most importantly, be human. Act, speak and think like a human, from your mind and from your heart. Customers appreciate that.

This is good advice. The one thing I would add to this is the importance of maintaining a calm composure along with the can-do helpful attitude. Being attentive to their specific need without overreacting is key.

At the most basic level to communicate effectively it is good to realize we are all different. Ever met someone you just don't seem to be able to communicate with even though you are both speaking the same language? Could be they are more visual, auditory or kinesthetic than you. Notice people say things like "I smell a rat" "The future is bright" "This feels wrong" and "That left me cold" - using similar terms can really help get your message across more clearly.

My work often involves technical subjects with lots of jargon and acronyms. Sometimes we can forget that our client does not understand it and, worse, feels overwhelmed by the jargon. My advice is to take the approach of explaining in a way that a child can understand. Avoid complex sentences and grammatical constructions and use short, clear sentences instead. A good exercise is to record your presentation over the phone and revise it accordingly. This exercise can be time consuming, but very effective, especially when combined with video recording. This will also help you to work on your facial expressions and gestures.

At Salesforce, as VP of Marketing, I prioritized customer stories at events, showcasing our service team's role in brand promotion. They sourced customers based on trust, highlighting our brand's value through real experiences. I advise clients to similarly emphasize brand benefits, share testimonials, seek referrals, and follow up post-interaction. This strategy transforms customer service into brand ambassadorship, creating impactful experiences that build trust and loyalty.

Feedback is the best tool for improving your professional skills. Getting feedback can be a challenge unless you are aware of and take advantage of all the opportunities to get it. In addition to your clients and managers, a good way to get feedback is to ask your colleagues to give you feedback on your skills, for example after a presentation or a client meeting. Ask them a question like "What did you think of the presentation I gave?", "What do you think I can do better next time?". Don't forget to thank them for their feedback and tell them that it is helping you to grow as a professional.

Customer service can be elevated— towards something I was introduced to in luxury retail— called “Clienteling”. When service becomes more about listening and then delighting the customer, loyalty will follow. It’s not an easy practice though. Listening and coaching the customer through the [buying] journey takes finesse and sophistication— that is, the art of the right suggestion, at the right time, the right product and honesty. Customers want honesty and connection. When the service mindset includes these elements, success is around the corner.

The only one I would skip is promoting brand value and transform it into customer service value. What I mean by that is personalize your customers needs or wants within the call and if you have a track record with the caller then personalize your conversation while maintaining professionalism. This goes a long way in helping retain the current customers you have.

Developing a customer service mindset is about seeing each interaction as a chance to impress and solidify the brand. It's an attitude, behavior, and habit. I advise setting goals, monitoring performance, and celebrating service successes. Moments of truth, especially when resolving issues swiftly and satisfactorily, can greatly increase loyalty and repeat business. This principle is why SaaS and subscription businesses, like Salesforce and Oracle where I was VP of Marketing, have evolved customer service into customer success teams, focusing not just on solving problems but on ensuring long-term customer success and brand advocacy. Turning your customers into fans is the motto!

Outstanding customer experience boils down to a few simplicities: 1. Caring about your customers 2. Good manners 3. Excellent communication 4. Always work to exceed the customer's expectations. Sure, there are nuances in different situations and industries. However, a team that does the above will rarely have problems with customer service.

You should never coach another person in customer service; because each client and contract with the business is different from what you learn. But it is always great to have a mentor or per-say a helper while in the career of customer service to help balance or improve your skills in the field.

Elevating client customer service and brand ambassador capabilities is vital for a thriving business. Excelling in customer service and maintaining a positive brand image enhances customer attraction and retention. Developing these skills boosts customer satisfaction, loyalty, and attracts new clients, leading to overall business success. To refine customer service, provide training in best practices, including greeting and handling difficult interactions. For effective brand ambassadorship, foster a deep understanding of the brand's mission, values, and unique selling points. Encourage authenticity and passion in client interactions, ensuring a genuine representation of their brand with customers.