Listen to audio over your computer speakers or you may phone in:

Australia #: 03 9008 6791New Zealand #: 09 985 3580Access Code: 452-985-384

The Power of 30 SecondsBest Practices for Exceptional Support

We will begin at approximately 11am Australian EST

Introduction to Moderator

Catriona WallaceDirector, callcentres.net

#30Seconds

1. Viewer Window 2. Control Panel

Welcome Webinar Attendees

Type your question here

Introduction to Speakers

Rich Gallagher,

President, Point of Contact Group

Brenda Dentinger,

Product Marketing, Citrix Online

What we will learn today

Steps for coaching your team to manage the first 30 seconds of asupport transaction

Set customer expectations, establish trust and measure the effectiveness of the interaction

Leverage remote-support technology to quickly diagnose and resolve technical issues

Introduction: A tale of two support calls

What happens in the first 30 seconds?

Your agents create psychological triggers that govern the other person’s response

They broadcast their own level of competence

They build a level of trust that affects the life cycle of the entire transaction

Polling QuestionHow do you think most people on your team would respond when a customer says “I’m at the end of my rope with this problem.”?

1. Uh-oh ... it’s going to be a long call.

2. I am good at turning situations like this around.

3. My job would be easier if people didn’t dramatiseeverything.

4. This person could be legitimately frustrated …or high-maintenance.

The first step:The inner game of customer support

What people think before they speak determines how the first 30 seconds will go

•Tone of voice•The words they choose•How they react

The science of our “vibes”: Common thinking traps

Negative expectation: the presumption things will go wrong“Here comes another demanding customer”

Stereotyping: assuming patterns in people“These kids/elderly/non-native speakers take up a lot of my time”

Personalisation: it’s all about me“This person’s frustration is directed at me, not their computer problem”

Managing your “vibes”

Unconditional positive regard: imagine one good thing about the customer

“This person cares about doing a good job”

Reframing: choose an alternate description for the situationTurn “she is wasting my time” to “she is detail-oriented and I can help”

Reattribution: seek other causes for customer emotions“She may be shy, not passive-aggressive”

The second step:The first things you say

Opening statements – particularly after your company’s scripted greeting –set the tone

There is no one universal effective opening statement

Effective openings are:SincereAppropriateBenefit the customer

An example of an effective opening

Step 1: “Welcome to XYZ company. May I have your name?”

Step 2: “Hello (name), what can I do for you today?”

Step 3: Paraphrase the customer response

Polling Question

How do you think most people on your team would respond when a customer tells him/her that their software is not working?

1. “I am sorry to hear that.”2. “I understand.”3. “So your software stopped working on you. Let’s

take a look at what happened.”4. “Can you tell me more about what happened?”

The third step:Your initial response

Many standard “support” responses create bad reactionsRepeating customer issue word-for-wordAsking questions before acknowledging customerUsing catch phrases

The best first response is a three-step process:Paraphrase customer statementsAcknowledge the customer’s agendaMake an action statement

The three octane levels of acknowledgment

Level 1: Observation“I can see this software problem is really frustrating you.”

Level 2: Validation“No one likes to have their word processor freeze.”

Level 3: Identification“I would be unhappy if my bill wasn’t correct either.”

Canning the catch phrase:Words to avoid in the first 30 seconds

Avoid these phrases like the plague:“I’m sorry” – usually followed by “but”“I understand” – no you don’t“You’ll have to” – no one “has” to do anything

Because of overuse, people process these phrases to mean “I don’t care”

The sentiments are OK, just choose different words

The fourth step:The “Quiz Show” technique

Wording things in the form of a question shows interest and gathers data

Helps transaction become much less likely to become adversarial

The anatomy of a good questionGood questions are targeted, relevant, benefit-driven, and respectful

The best questions link to the customer’s own statements“Since you started getting that error message, has your system performance changed?”

The worst questions are scripted, off-topic, and unexplained“I have a disk drive error.” “What version of the operating system are you using?”

Summary

You can teach people how create a great service experience in 30 seconds or less

Customers respond to: What you are thinkingOpening statementsFirst responsesGood questions

The right communications skills integrate with tools like GoToAssist

Augmenting Communication with Remote Support Technology

1. Connect Instantly to See Problems

2. Collaborate to Solve Complex Issues

3. Get Customer Feedback

4. Monitor & Analyse Performance5. Define and Reach ROI

# 1: Connect Instantly to See Problem

Initiate Session via Web or Phone

# 2: Collaborate to Solve Complex Problems

END‐USER

1st to Market

VISIBLE INVISIBLE

TIER 1TIER 2

ESCALATED TIERS

OR MANAGER SILENT MONITORING

Post-session surveys and online reporting provide immediate, measurable feedback on the end-user experience

Jerry did an excellent job. What a life saver.

Excerpt from Management Reporting

# 3: Get Customer Feedback

Reporting Real-time Monitoring Session Playback Administration

# 4: Monitor and Analyse Performance

# 5: Define and Achieve ROI Goals

Develop Clear and Measurable Goals

%

FCR C-SAT ROI

% $

QuestionHow many remote support sessions can a GoToAssist subscriber conduct per month?

AnswerUnlimited.

Win a copy of How to Tell Anyone Anything

Questions & AnswersQuestions & Answers

Get Started Today!

1800 451 485www.gotoassist.com

+61 2 8870 0870

Complimentary TrialComplimentary Trial

Look for a Link to the Recorded Session within 24 Hours

More Power of 30 Seconds related information:

To learn more about today’s topic, visit www.greatcustomerconnections.com

Rich Gallagher’s communication skills training programs, visit www.pointofcontactgroup.com

To contact Rich:Email: gallagher@pointofcontactgroup.comTwitter: @gallagherPOC