Power Of 30 Seconds: Best Practices for Exceptional Support


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What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived. Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, who will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more. You will also learn how remote-support technology helps you maximise your impact within the first 30 seconds of a support call by enabling you to see the problem, diagnose it and effectively resolve it - ensuring a healthy, long-lasting customer relationship.


  • 1. The Power of 30 Seconds Best Practices for Exceptional Support Listen to audio over your computer speakersor you may phone in: Australia #: 03 9008 6791New Zealand #: 09 985 3580Access Code: 452-985-384We will begin at approximately 11am Australian EST

2. Introduction to Moderator Catriona WallaceDirector, callcentres.net 3. #30Seconds 4. Welcome Webinar Attendees1. Viewer Window 2. Control Panel Type your question here 5. Introduction to Speakers Rich Gallagher, President, Point of Contact GroupBrenda Dentinger, Product Marketing, Citrix Online 6. 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 theeffectiveness of the interaction Leverage remote-support technology to quickly diagnose andresolve technical issues 7. Introduction: A tale of two support calls 8. What happens in the first 30 seconds? Your agents create psychologicaltriggers that govern the other personsresponse They broadcast their own level ofcompetence They build a level of trust that affectsthe life cycle of the entire transaction 9. Polling Question How do you think most people on your team would respond when a customer says Im at the end of my rope with this problem.?1. Uh-oh ... its going to be a long call.2. I am good at turning situations like this around.3. My job would be easier if people didnt dramatise everything.4. This person could be legitimately frustrated or high-maintenance. 10. The first step: The inner game of customer supportWhat people think before they speak determines how the first 30 seconds will goTone of voiceThe words they chooseHow they react 11. The science of our vibes: Common thinking traps Negative expectation: the presumption things will go wrong Here comes another demanding customerStereotyping: assuming patterns in peopleThese kids/elderly/non-native speakers take up a lot of my timePersonalisation: its all about me This persons frustration is directed at me, not their computer problem 12. Managing your vibes Unconditional positive regard: imagine one good thing about thecustomer 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 emotionsShe may be shy, not passive-aggressive 13. The second step: The first things you sayOpening statements particularly after your companys scripted greeting set the toneThere is no one universal effective opening statementEffective openings are:SincereAppropriateBenefit the customer 14. An example of an effective openingStep 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 15. 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. Letstake a look at what happened. 4. Can you tell me more about what happened? 16. The third step: Your initial response Many standard support responses create bad reactions Repeating customer issue word-for-word Asking questions before acknowledging customer Using catch phrasesThe best first response is a three-step process: Paraphrase customer statements Acknowledge the customers agenda Make an action statement 17. The three octane levels of acknowledgment Level 1: ObservationI can see this software problem is reallyfrustrating you. Level 2: ValidationNo one likes to have their word processorfreeze. Level 3: IdentificationI would be unhappy if my bill wasnt correcteither. 18. Canning the catch phrase: Words to avoid in the first 30 seconds Avoid these phrases like the plague: Im sorry usually followed by but I understand no you dont Youll have to no one has to do anything Because of overuse, people process these phrases tomean I dont care The sentiments are OK, just choose different words 19. The fourth step: The Quiz Show technique Wording things in the form of aquestion shows interest and gathersdata Helps transaction become much lesslikely to become adversarial 20. The anatomy of a good questionGood questions are targeted, relevant, benefit-driven, and respectful The best questions link to the customers own statements Since you started getting that error message, has your systemperformance changed? The worst questions are scripted, off-topic, and unexplained I have a disk drive error. What version of the operating system are youusing? 21. Summary You can teach people how create a great service experience in 30 seconds or lessCustomers respond to: What you are thinking Opening statements First responses Good questionsThe right communications skills integrate with tools like GoToAssist 22. Augmenting Communication with Remote Support Technology 1. Connect Instantly to SeeProblems 2. Collaborate to Solve ComplexIssues 3. Get Customer Feedback 4. Monitor & Analyse Performance 5. Define and Reach ROI 23. # 1: Connect Instantly to See Problem Initiate Session via Web or Phone 24. # 2: Collaborate to Solve Complex Problems 1st toMarketENDUSERTIER1 TIER2 ESCALATEDTIERS VISIBLE INVISIBLE ORMANAGERSILENTMONITORING 25. # 3: Get Customer Feedback Post-session surveys and online reporting provideimmediate, measurable feedback on the end-userexperience Jerry did an excellent job. What a life saver. Excerpt from Management Reporting 26. # 4: Monitor and Analyse PerformanceReporting Real-time Monitoring Session Playback Administration 27. # 5: Define and Achieve ROI Goals Develop Clear and Measurable Goals FCRC-SAT ROI% % $ 28. Win a copy of How to Tell Anyone AnythingQuestionHow many remote support sessions cana GoToAssist subscriber conduct permonth? AnswerUnlimited. 29. Questions & Answers 30. Get Started Today!Complimentary Trial 1800 451 485 www.gotoassist.com+61 2 8870 0870Look for a Link to the Recorded Session within 24 Hours 31. More Power of 30 Seconds related information:To learn more about todays topic, visit www.greatcustomerconnections.comRich Gallaghers communication skills training programs, visit www.pointofcontactgroup.comTo contact Rich: Email: gallagher@pointofcontactgroup.com Twitter: @gallagherPOC