American writer and lecturer Dale Carnegie literally wrote the book on customer service, sales and leadership in America during the 20th century. That’s why his philosophy is still at the core of much corporate and sales training to this day. Here’s a few of his quick tips on how you and your employees can win friends and influence people while delivering great customer service and a great customer experience.
- Become a friendlier person.
- Don’t criticize, condemn, or complain.
- Give honest, sincere appreciation.
- Arouse in the other person an eager want.
- Become genuinely interested in other people.
- Remember that a person’s name is to that person the sweetest and most important sound in any language.
- Be a good listener. Encourage others to talk about themselves.
- Talk in terms of the other person’s interests.
- Make the other person feel important and do it sincerely.
And when it comes to resolving complaints, Carnegie had this to say (ok, we boiled it down a bit):
Always answer the phone or greet people in person as though you are happy to hear from them. Begin in a friendly way. Then listen. We often get the same kinds of complaints, so it becomes challenging to really listen to people.
Give the person an opportunity to vent some of their frustration and be empathetic. Listen for facts and feelings while resisting the temptation to start responding too quickly. Show signs of active listening, like brief interjections or clarifying questions.
Try to find a point of agreement with the person. This does not necessarily mean that you agree with the complaint but this is a way of showing the customer that we heard and understood the concern and we recognize it is important to them. Offer additional help and then follow through. Also keep in mind that more interactions with customers can be a very good thing, as proven for the hotel industry in a key J.D Power study;
“The number of interactions a guest has with the staff may have a significant impact on overall satisfaction.” - J.D. Power
On the businesses side, being able to accommodate the demands for real-time conversations is made easy by products like Zingle. Businesses benefit from having the ability to communicate from any device and from anywhere. They also get a simple yet powerful platform, including intuitive customer management, actionable analytics, and intelligent workflows. With just a few clicks, hotels can even easily sync with their existing property management systems and work order systems. And popularity is growing quickly: 1 out of 221 Americans have already used Zingle!
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