6 Tips for Building and Maintaining Client Relationships | MBO Partners
OARS is a skills-based, client-centered model of interactive techniques. rapport with clients. Activity The OARS Model — Essential Communication Skills. Relationship Strategy: Sets and executes a client relationship strategy that defines which issues to focus on, which opportunities to pursue, Traffic building : Engages in regular traffic-building activities that reinforce personal expertise and. A strong company will already have great customer relationships. But a smart company Stay focused on your goals to achieve the right balance. Knowledge.
6 Fun and Powerful Training Games for Customer Service Teams
In addition, write down the specific factor that each group identifies as being the main reason for their experience of excellent or poor customer service. Now share some or all of these experiences. Ask the group to review the flipchart and ask them what common themes are coming through from their service experiences.
A key part of the customer experience is down to the helpfulness and responsiveness of the person communicating with you. Get them to think about a specific customer, to establish what their needs are at every stage of the process.
This will be from making initial contact with you, through to the service or product they buy from you, as well as the final departure and after-sales service.
Capture the learning and the suggestions for change to pass these on to your management team for potential implementation. This will help them commit to a personal change from this exercise. Experience your service as a customer Consider getting representatives of your staff to fully utilise your services, or to purchase one of your products.
What worked well, what could have been better? In addition, get them to think about what they can do to apply these insights into their particular role.
The objective is to improve the element of the service or product they deliver. Try our customer service training. View competitor customer service Run some practical activities that get your staff telephoning a competitor to make an enquiry, purchase a small item, or utilise their service.
This type of activity usually helps people to critique customer service from a non-threatening perspective. As a result, this enables them to consider what they could do better within their own organisation.
This type of activity can help to change perceptions and mindsets. Provide communication skills training Good communication skills are essential in customer service. As a result, this training should cover: Enquiry handling Face to face customer greeting Explaining your services Establishing customer needs through questioning and listening skills etc How to customer service standards throughout the training.
- Customer service training ideas
In addition, here are some further tips to consider: If you do not have some basic pre-agreed customer service standards, then get your staff involved during the training. Suggest what the standards should be e. Give the staff some practical scenarios of using these communication skills, so that they discuss how they would handle them. In addition, get them to practice these scenarios to build their skills and confidence.
Encourage them to support one another and give each other some constructive and motivational feedback. Dealing with difficult situations and complaint handling Many staff find dealing with difficult situations and customer complaints quite challenging. Not only is this exercise a lot of fun, it also teaches about the importance of building on what the other person says and making her look good. You divide the team in couples, with group A playing the customers and group B playing the service reps.
The people in Group A play angry customers.Build Rapport & Trust With Customers & Clients (The Simplest Way)
They are either handed a certain complaint, or can think of one themselves think ridiculous complaints, e. Also, they are given a certain goal — to get a big refund, for example.
The service reps in Group B are given the task to resolve the situation.
They, too, have a goal — to calm down the customer and minimize the damage as much as possible. They might not be allowed to give a refund, for example, but are allowed to give away drinks or a few weeks of free service.
Read more The couples then perform their role play in front of the group. The performers are encouraged to be creative, especially the customers. Like in all improvisation, the participants should build on what their partners say or do. After the role play, the rest of the group can give feedback — e.
This is a useful exercise for both groups. The service rep gets a thorough exercise in conflict resolution, while the ones playing the customers get a training in empathy — filling the shoes of the customers they engage with on a daily basis.
6 Tips for Building and Maintaining Client Relationships
As Dale Carnegie so eloquently phrased it: The Dale Carnegie Training Institute shares their method for memorizing names on their website: You could incorporate these practices in the above-mentioned role game, with the customer group adopting imaginary names for the service reps to memorize. Yet it's terribly challenging to maintain after an encounter with an angry customer.
According to a study published inmuch of the stress we experience actually derives from fear of social rejection. Humans are social creatures, and in prehistoric times being rejected from the group meant certain death.
The mobile app Psych Me Up builds on this research. With the free app, the exercise is to pick the laughing face out of a group of negative faces.
This trains your brain to focus on the positive.
Having your service reps do a daily set of Psych Me Up could have a strong effect on their mental positive resilience. Combine that with an improv mindset and an elephant memory for names, and you've got yourself one heck of a service rep.