Why we are so nice on the phone
4min read
12/03/2019
I want to speak to the managing director immediately!
Usually there is nothing good behind this demand. Something has gone so wrong in the contact with the customer that staff and customer are unable to “communicate the matter out of the world”. In general, it is rather the negative experiences that are expressed vehemently and verbosely or written down in evaluation forums. That’s in the nature of things: if everything went well, there’s hardly anything to report. Thumbs up, smiley, all is well.
If there were problems with customer service, this has to be formulated. On the one hand, to vent, but on the other hand, to give the other party the chance to “improve” at this point and to draw important conclusions for the future from the experience. We are therefore grateful for ANY feedback, even for the somewhat less enthusiastic ones.
The 5 must stand: How we are rated
Your feedback to our customer service is always a valuable asset for us. Because customer requirements are constantly changing – and we want to meet them. The associated high demands on employees are therefore constantly growing and must be adapted to market and customer requirements. In times when products and services are almost interchangeable, the service factor becomes a weighty unique selling point. We receive our “report card” in the form of grades, for example on eKomi (currently: 4.4/5), but also and especially directly on the phone, in every single conversation we have. Is the chemistry right (relationship level)? Does the customer receive the right information at the right time (factual level)?
One thing is clear: technical know-how in customer service is important, but it is not enough on its own. Social skills are much more important in order to maintain individual and personal contact at eye level. This cannot be achieved by trained and memorised phrases. Nor can it be achieved by "taking a back seat" and "bending over". The decisive factor is that each employee retains his or her individuality and brings his or her own strengths into the conversation.
Forty employees receive certificate for Service Excellence
This is exactly what we train again and again. Recently, 40 RAJA employees earned the “Service Excellence” certificate in two modules of 8 hours each, followed by individual coaching. A lot of fun – and a lot of hard work. To celebrate the achievement, there was a small party – and the presentation of the certificates by Harald Schönfeld, General Manager at Rajapack GmbH.
A good conversation succeeds when each employee retains his or her individuality and brings his or her own strengths into the conversation
The three pillars of a good sales talk
According to our understanding, a good sales talk works when it stands stably on these three pillars: dealing with others, dealing with yourself, cooperation. And we even go a bit further: Only when I am comfortable with myself, when I like myself, know my strengths, trust my abilities and know my value, only then can I approach others in an open and appreciative way.
The fact that we at RAJA strengthen our employees, value them and encourage them to work independently is basically not altruistic at all. It is the result of a sophisticated sales strategy.
It works
Loud and confident faces at our regular customer service training courses. A good score on eKomi. Hundreds of nice conversations with customers every day. And: happy customers!
The other day, for example, we received a really nice email:
Dear Mr Schönfeld,
usually the customers turn to the management with complaints, this time it is the other way round !
Since I switched from [a competitor] to RAJAPACK because of complicated customer service, I have only had absolutely positive experiences.
The information about the products, the information about the transport and the delivery, the friendliness and above all the thoughtfulness to achieve an optimal satisfaction of the customer, everything works very well.
I congratulate you on your team!
Yours sincerely from a satisfied customer
We say THANK YOU
We say THANK YOU and congratulate ourselves as well:
To such dedicated employees – and to such nice customers!
