Unlock the Secrets of Exceptional Customer Service: Tips from Expert Training

Free Customer Service Training by Blueprint Creation

Brad J. Anderson of Blueprint Creation recently hosted a series of free customer service and hospitality sales trainings in collaboration with the Carbon County Office of Tourism and the Carbon County Chamber of Commerce. These sessions took place at the South Eastern Regional Development Agency (SERDA) on September 19 and 20.

Understanding Customer Needs

Anderson kicked off the training by discussing the importance of understanding customer needs. He shared a personal story about his barbershop experience, highlighting how small personal touches, like blowing off excess hair from his shoes after a haircut, can make a significant impact on customer satisfaction.

Building Customer Loyalty

Anderson emphasized that when customers feel engaged with a business, they become loyal and forgiving. He illustrated this with his own commitment to his barbershop, even when prices increased by $5 per haircut.

The Power of First Impressions

The training also covered communication styles. Anderson pointed out that customers form their first impressions within the first four seconds of interaction. He explained that in telephone communication, 86% of the message is conveyed through tone, while 14% relies on words. In face-to-face interactions, 55% is body language, 38% tone, and only 7% is words.

Words Matter

He advised participants on words to avoid that can come off as unprofessional or negative. Additionally, he cautioned against “sad talk”, phrases that express dissatisfaction with work.

The Importance of Names

One critical takeaway was the power of using a customer's name. Anderson noted that incorporating a person's name into the conversation can significantly enhance their engagement.

Understanding Customer Types

Anderson introduced attendees to the four types of customers represented by birds: eagles (10%), owls (15%), peacocks (20%), and doves. Each type represents different mannerisms and preferences, guiding how to interact with them professionally.

The Role of Empathy

Finally, Anderson stressed the importance of empathy in customer service. He defined empathy as the ability to emotionally place oneself in another's shoes, and he highlighted how using empathetic statements can help customers feel valued and secure.